Vunerable Persons Policy

About this policy

1. At FibreNest, we want to ensure that we provide our customers with the best possible service that we can. To do this, it is important that we understand the needs of our customers who have a disability, or those customers who, as a result of circumstances, may be vulnerable and therefore need us to provide them with additional assistance.

2. We provide a range of support services which can be used to assist customers with particular accessibility needs. This policy sets out our working practices and the support services that we offer to our customers if they need them.

What is a 'Vulnerable Customer'?

3. A Vulnerable Customer is a customer who, due to their personal circumstances, may be susceptible to harm or detriment.

4. There is no strict definition of a Vulnerable Customer. However, there may be a number of factors that could cause a customer to become vulnerable, resulting in a need for us to provide support services.

5. A customer may be vulnerable due to a number of factors such as:

6. The cause of a vulnerability may be temporary or permanent, can vary widely, and may not always be obvious.

7. Whilst not all people with a disability are vulnerable and each customer is different, we are ready to provide support services to Vulnerable Customers where needed.

Identifying our customers' needs

8. We are committed to ensuring that Vulnerable Customers receive fair and appropriate treatment.

9. We understand that vulnerability does not affect everyone in the same way, and we believe that each vulnerable customer needs to be assessed on an individual basis.

10. We have trained our staff to identify Vulnerable Customers and to work with those customers to:

11. When a customer joins FibreNest, during the online sign-up process we ask the customer to provide details on any circumstances that applies which would suggest they are or may be vulnerable. We would also encourage customers to inform Customer Services of their accessibility needs, should these or any circumstances change after initial service registration. This will assist us in ensuring that the correct support services are in place for a customer as soon as possible.

12. We may need to ask your permission to keep a record of any personal information about you, your disability or vulnerability and any support services that you would like us to provide. This information will be stored in our subscription systems for internal use only to ensure that we can identity vulnerable customers upon contact. Such data will be treated in the strictest confidence. For more information about how we hold or use your personal data, please refer to our Privacy Policy.

13. Should a customer feel that they need to update their account details records to reflect a change or changes to their accessibility needs, they should contact the Customer Services team who will be happy to help.

14. When we are talking to our customers, we will always:

Our support services

15. FibreNest offers a number of different support services. These include:

Policy review

16. This policy will be reviewed annually to ensure that it is fit for purpose, so that Vulnerable Customers using the Service receive fair and appropriate treatment and so that they can continue to have access to the right support services.

This document was created in March 2019 and was correct at the time of publication.

Contact us

You can get in touch via


  • FibreNest
  • PO Box 745
  • York
  • YO1 0JF


Customer Services - 0333 234 2220.
(available Monday - Friday 8am – 8pm and Saturday 9am – 5pm)