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Mobility

Responding to our customers needs

We can provide support to anyone who has a problem with their hearing by;

    • Allowing additional time to answer phone or door
    • Nominating a third person / power of attorney to handle enquiry
    • Breaking up phone calls into bitesize chunks
    • Offering a video call via Teams (need help?)
    • Pre-population of any forms we require completing
    • Offering a stamp instead a physical signature (see below for detail)

If anyone is physically unable to sign documents, we may be able to accept a stamp imprinted with the customers signature instead so long as we're confident the customer has financial capability. Please check this is an appropriate solution with your VC Champ or manager before offering to your customer.

    If we do use this option, we also need one other type of evidence to support;

    1. A recorded call with the customer confirming they're the person using the stamp (the customer needs to be aware of the recording) OR
    2. An independent witness statement confirming the customer is the person using the stamp. The witness will need to confirm their full name, address and occupation.