Empowering Kensington Mortgages to support vulnerable customers

The challenge:

Kensington Mortgages work with a wide range of customers, including people who may not be eligible for traditional high-street lending. Their Servicing team supports customers in vulnerable situations, often facing financial or emotional difficulties.

As the cost-of-living crisis worsened, staff noticed more customers sharing personal struggles, including suicidal thoughts. Many employees felt unprepared to deal with these conversations and were worried about saying the wrong thing.

The solution:

With over 25 years of experience as a specialist mortgage lender, Kensington knew it was vital to support both their customers and employees.

Kensington Mortgages partnered with Samaritans to provide training courses in Listening Skills and Supporting Your Team. The training was designed to help employees build confidence in handling vulnerable customer conversations while also creating a supportive workplace environment.

The courses focused on skills such as active listening and the importance of being fully present during conversations. Staff were shown how to use compassionate language and how to approach sensitive topics, including suicide, in a way that removed stigma. Beyond customer interactions, the training helped employees recognise the importance of looking after their own wellbeing. Strategies for managing stress and decompressing after emotionally challenging calls were a key part of the programme.

The impact:

Kensington Mortgages saw results from the training right away. Employees reported feeling more confident and prepared to handle sensitive calls, and the stigma around discussing topics like suicide started to fade. The course was so impactful that it is now included in Kensington’s new starter training, ensuring all employees have the tools to handle challenging calls.