From 1st July the Council of Mortgage Lenders is integrated into a new trade association, UK Finance. For the time being, all UKF mortgage information will continue to be published on this website, and UKF member-only mortgage information will only be available here.

UK Finance represents around 300 firms in the UK providing credit, banking, markets and payment-related services. The new organisation takes on most of the activities previously carried out by the Asset Based Finance Association, the British Bankers’ Association, the Council of Mortgage Lenders, Financial Fraud Action UK, Payments UK and the UK Cards Association. Please go to for wider content and updates from UK Finance.

  1. Home
  2. Events
  3. Effectively serving vulnerable mortgage customers

Effectively serving vulnerable mortgage customers


5 July 2016

Time: 9:00am – 1:30pm
Venue: Charles Darwin House, London
Price: £195 members
£195 associates
£250 non-members
Effectively serving vulnerable mortgage customers

About this event

This half-day event explored the specific considerations mortgage lenders need to take into account when dealing with vulnerable customers. The programme included presentations from lenders, the regulator, as well as senior-level legal, compliance and academic experts.

Topics included:

  • What is the definition of a 'vulnerable customer'
  • Where does lender practice have to differ for these customers?
  • CML good practice guide
  • Handling complaints from vulnerable mortgage customers
  • Managing debt, advice and collection
  • Legal aspects of data sharing

Key takeaways from this event:

  • Vulnerability in the mortgage market is created by 3 intertwined strands:
  1. Characteristics of individual
  2. Circumstances of individual
  3. Creditor action
  • Vulnerability represents a challenge for firms
  • Vulnerability is not always obvious, as group lists are imperfect and people often chooses not to disclose
  • We need to understand the reasons for non-disclosure 
  • Front-line agents must be sufficiently well-trained to recognise and sensitively assist vulnerable customers
  • Agents should be encouraged to consider what specific factors are relevant to the customer
  • Risk factors for vulnerable customers include:
  1. Age
  2. Disability
  3. Mental health
  4. Difficulty accessing or understanding large amounts or information
  5. Sudden life event (bereavement, critical illness)
  6. Caring responsibilities 
  7. Domestic abuse

Organisations who attended:

  • Acenden
  • Aldermore Bank PLC
  • Ascent
  • Bank of Ireland
  • Barclays
  • Belmont Green Finance Limited
  • Buckinghamshire Building Society
  • C. Hoare & Co.
  • Cambridge Building Society
  • CHL Mortgages
  • Connells Group
  • Financial Conduct Authority
  • Furness Building Society
  • Future Williams & Glyn
  • Geoban UK
  • Grant Thornton UK LLP
  • Hampden & Co plc
  • Hay & Kilner
  • Hinckley and Rugby Building Society
  • HML
  • Huntswood CTC Ltd
  • Ipswich Building Society
  • Just Retirement
  • Kensington Mortgages
  • Lloyds Banking Group
  • LV Equity Release
  • Market Harborough Building Society
  • Metro Bank PLC
  • Nationwide Building Society
  • Ofwat
  • Paragon Group
  • Paratus AMC Limited
  • Pepper (UK) Limited
  • Phillips & Cohen Associates (Uk) Ltd
  • Principality Building Society
  • Redstone Mortgages Limited
  • Royal College of Psychiatrists
  • Shelter
  • Shoosmiths
  • Skipton Building Society
  • Sutherland Global Services
  • The Mortgage Lender Ltd
  • TSB Bank plc
  • Ukar Corporate Services
  • Virgin Money plc
  • Yorkshire Building Society


CML member & associate rate: £195 (VAT exempt)
Non-member rate: £250 (VAT exempt)

*This event was closed to press*


0900 - 0945


Registration & refreshments

0945 - 1000


Chair's welcome & introduction
June Deasy, Head of Policy, Council of Mortgage Lenders

1000 - 1020


Health issues and how lenders can adapt
Chris Fitch, Research Fellow, Personal Finance, Research Centre, Bristol University

  • How physical and mental health can affect lending
  • Potential strategies and solutions

1020 - 1040


Affordable housing initiatives
Barbara Hughes, Technical Specialist, Financial Conduct Authority  

  • Latest update on good lender practice
1040 - 1100    Lender perspectives and case studies

Scott Taviner, Senior Manager, Computershare Mortgage Services 

  • Exploring processes and practices that really work

1100 - 1130



1130 - 1150


Effective customer treatment
Nichola Jenkins, Senior Associate, Shoosmiths 

  • Recording information given by people in vulnerable situations
  • Recording information from third parties and carers about the vulnerable
  • The use of flags to identify cases involving the vulnerable
1150 - 1210   

The cross-industry perspective
Richard Khaldi, Senior Director Customers and Casework, Ofwat

  • How do other industries handle vulnerable customers?
  • What procedures and safeguards are in place?
1210 - 1230   Complaints

Stephen Humphreys, Head of Propositions, Huntswood

  • Customer expectations when complaining
  • Impact of vulnerability on complaining and the complaints process
  • Responsibilities on firms
  • Best practice operating model design, implementation and embedding
 1230 - 1250  

Successful lender practice
Sue Rossiter, Senior Policy Adviser, Council of Mortgage Lenders

  • Debt consolidation, advice and collections

1250 - 1330


Lunch and event close

Confirmed speakers

Chair: June Deasy

Head of Policy, Council of Mortgage Lenders

June Deasy has sixteen years’ in-house and agency experience in strategic communications, public policy and public affairs and has advised and briefed senior executives, politicians, government officials and other policy influencers at UK and international levels. Her work has included developing and promoting policy for high profile multinationals in the financial services, energy, retail and transport sectors; housing sector organisations; trade associations and global professional bodies.




Chris Fitch

Research Fellow, Personal Finance Research Centre, Bristol University

Chris Fitch leads a programme of research and training on the relationship between financial difficulties, mental health problems, and other forms of vulnerability. This programme has a particular focus on providing professionals from different sectors with the tools and skills needed to realistically work with individuals reporting these problems (   






Barbara Hughes

Technical Specialist, Financial Conduct Authority

Barbara Hughes is a career consumer protection specialist, currently working within the Financial Conduct Authority’s (FCA) consumer insight department on consumer strategy, to ensure the consumer perspective and experience is embedded throughout all the FCA does to improve outcomes for consumers. In particular she is leading the next phase of work on vulnerability, internal consumer consultancy and working to improve insights into the experience of illegal money lending.

Immediately prior to joining the FCA in 2014 Barbara was Director of Consumer Policy at the water regulator, leading policy development on vulnerable consumers, consumer engagement, consumer information and redress on which she led a project to introduce a new self-regulatory scheme for water consumers to secure independent redress.

Much of her career was spent at the Office of Fair Trading where she worked on credit, including updating legislation and enforcement, and on consumer and competition policy. 

Stephen Humphreys

Head of Propositions, Huntswood

Stephen Humphreys leads Huntswood’s proposition development activity, ensuring Huntswood’s products and services are aligned to the marketplace and are best in class across the market. He has played a critical role in projects across the business, and is currently focusing on, amongst other things, vulnerable customers, complaints, the Senior Managers Regime and pensions. 


Richard Khaldi

Senior Director Customers and Casework, Ofwat

Richard Khaldi joined Ofwat in January 2014 as Senior Director responsible for Ofwat’s customer and casework programmes. Before joining Ofwat Richard was Head of Competition for the economic regulator in Scotland, the Water Industry Commission for Scotland, where he set up and ran the retail market for all non-household customers in Scotland. As well as holding an MBA from the University of Chicago, Booth School of Business, Richard is a qualified solicitor who began his career at Allen & Overy in the City of London specialising in civil litigation and contentious regulatory matters.




Nichola Jenkins

Senior Associate, Shoosmiths

Nichola Jenkins is a specialist information technology and data protection lawyer. Upon qualification as a solicitor in 2002, Nichola was employed by global healthcare software provider iSOFT plc as sole legal counsel for a number of years where she advised the company’s many business units at group level and within the various UK and overseas subsidiaries.

Having made the move into private practice in 2006, Nichola has since advised many clients in respect of data protection matters, from business-as-usual and ad hoc queries to IT and DPA audits and policy reviews.

Sue Rossiter

Senior Policy Adviser, Council of Mortgage Lenders

Sue Rossiter has more than 15 years’ experience of regulatory policy development as both a civil servant and in a trade association setting. She joined the CML as a Senior Policy Adviser in November 2015. Drawing on her experience working in organisations including the Financial Ombudsman Service; OFGEM; the Office of the Rail Regulator; and the Remote Gambling Association, Sue specialises in conduct regulation at the CML.

Scott Taviner

Senior Manager, Computershare Mortgage Services

Scott Taviner has over 23 years experience in the collections and recoveries field. Scott started his career in Debt Management, spending 17 years at Northern Rock in various roles from initially making and taking arrears calls, to developing collections strategies and leading large operations in secured and unsecured collections.

Scott joined UKAR in 2010 and has led the team that deals with those customers in severe financial difficulties and this has expanded more latterly to include the vulnerable, shortfall recoveries and back-office processing teams across both of the North East and Yorkshire sites.

Scott has been the operational lead in developing and implementing the approach to vulnerable customers across customer operations.  

More recently Scott moved to Computershare Mortgage Services in June 2016 as part of their acquisition of the customer service operation of UKAR.

Charles Darwin House

12 Roger House

Nearest tube stations:

Chancery Lane (Central line)

Holborn (Central and Piccadilly line)

Russell Square (Piccadilly line)

Nearest overground station:


Contact us

Laura Marshall

Telephone: 08453736771