Vulnerable Customers

What is a vulnerable customer?

Some customers may need extra help because of their situation. This could be short-term or long-term. 

It might be because of: 

• Health problems or injury 

• Losing a job or money worries 

• Bereavement or mental health struggles 

• Disability or long-term difficulties 

• Low income, debt, or little savings 

• Trouble understanding or managing money 

How we support vulnerable customers

Perenna is here to help you with your mortgage, whether your challenges are short or long-term. 

We work with the Money Advice Trust to make our documents and guidance clear and easy to understand. 

Our team treats sensitive matters with care. We can offer flexible ways to communicate, different formats, and extra time if you need it.