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Support and Vulnerabilities – A Policy on a Page, Shaped by Customers
Understanding Customer Views on Sharing Personal Information
In October 2025, we asked customers to complete a survey so we could understand how they feel about sharing personal information with us, such as age, background, contact preferences, and information about health or personal circumstances.
Customers told us it was important to understand why we ask for this information, how it is used, and how it helps us offer the right support. They also wanted reassurance about how their information is kept safe and why keeping it up to date matters.
Using this feedback, we worked with customers to create a Policy on a Page about support and vulnerabilities. This explains, in a clear and simple way, what information we ask for and how it helps us support customers better. You can download the Policy on a Page from this page.
The full Vulnerabilities Policy is also available on this page. It links to our website, where you can find all our policies if you would like more detail.
A big thank you to all the customers who took the time to get involved. Your feedback has helped us be clearer, more open, and more supportive for everyone.
Thank you to everyone who took part in the survey. Your feedback has helped us make real improvements.
We have created a “You Said, We Did” presentation so you can see the changes we made based on what you told us. Please look at the updates on this page to see how your views have shaped our work, shown in the section called “You Said, We Did”.
Understanding Customer Views on Sharing Personal Information
In October 2025, we asked customers to complete a survey so we could understand how they feel about sharing personal information with us, such as age, background, contact preferences, and information about health or personal circumstances.
Customers told us it was important to understand why we ask for this information, how it is used, and how it helps us offer the right support. They also wanted reassurance about how their information is kept safe and why keeping it up to date matters.
Using this feedback, we worked with customers to create a Policy on a Page about support and vulnerabilities. This explains, in a clear and simple way, what information we ask for and how it helps us support customers better. You can download the Policy on a Page from this page.
The full Vulnerabilities Policy is also available on this page. It links to our website, where you can find all our policies if you would like more detail.
A big thank you to all the customers who took the time to get involved. Your feedback has helped us be clearer, more open, and more supportive for everyone.
Thank you to everyone who took part in the survey. Your feedback has helped us make real improvements.
We have created a “You Said, We Did” presentation so you can see the changes we made based on what you told us. Please look at the updates on this page to see how your views have shaped our work, shown in the section called “You Said, We Did”.
Support and Vulnerabilities – A Policy on a Page, Shaped by Customers is currently at this stage
September 2025 We planned a customer survey to learn more about how customers feel about sharing personal information and what they want to understand better.
Survey sent to customers
this is an upcoming stage for Support and Vulnerabilities – A Policy on a Page, Shaped by Customers
October 2025 The survey was sent to customers to gather feedback on thoughts, concerns, and experiences around sharing personal information.
Survey closes and feedback reviewed
this is an upcoming stage for Support and Vulnerabilities – A Policy on a Page, Shaped by Customers
November 2025 All responses were collected and carefully reviewed to understand common themes and customer views.
Listening to customer feedback
this is an upcoming stage for Support and Vulnerabilities – A Policy on a Page, Shaped by Customers
Autumn 2025 Using customer feedback, we created a Policy on a Page about vulnerabilities, written in plain English and shaped by what customers said mattered most.
Creating the Vulnerabilities Policy on a Page
this is an upcoming stage for Support and Vulnerabilities – A Policy on a Page, Shaped by Customers
January 2025 Using customer feedback, we created a Vulnerabilities Policy on a Page, focused on what customers said mattered most.
When we say something is shaped by customers, we mean that customers helped influence and guide it.
This policy was not written on its own. We spoke to customers, listened to their views, and asked what mattered most to them. Customers shared their experiences, told us what was clear, what was confusing, and what information they wanted to see.
We used this feedback to:
Decide what information to include
Explain things more clearly and simply
Focus on what customers said was most important
Make the policy easier to understand and more useful
Being shaped by customers means listening, learning, and making changes based on what customers tell us. It helps make sure our information reflects real experiences and supports customers in the best way possible.
Customer feedback
Citizen welcomes all feedback as a chance to learn and improve, helping us deliver a service you can trust. To share a comment, compliment, or complaint, please visit our website(External link)(External link) to read our Customer Feedback Policy and submit your views. Citizen welcomes all feedback as a chance to learn and improve, helping us deliver a service you can trust. To share a comment, compliment, or complaint, please visit our website(External link)(External link) to read our Customer Feedback Policy and submit your views.
