Welcome to our hub for industry and product knowledge on vulnerability support

Here, we bring together industry news from different sectors, as well as sharing the stories of lived experience consumers and service providers who are leading the industry in supporting vulnerable consumers.

At Experian, we see the value in working together as an industry to reduce barriers for vulnerable consumers who use essential services. We hope that by bringing these stories together, we can promote cross-sector learnings and encourage cross-sector collaboration to help vulnerable consumers.

What is Support Hub?

Support Hub allows consumers to share their support needs to multiple organisations in a consented, transparent and standardised manner. By 2030, our aim is to help 7 million consumers connect to over 200 organisations to get the support they need.

Latest news

Find out the latest product, client and event news.

Interview with NewDay: The role of Support Hub in enhancing NewDay’s services >

View the latest practical guides on debt collection best practice, including mental health from Money and Mental Health Policy Institute.

Read the latest publication of the Ofgem Vulnerability Strategy on 15 April 2025.

FT Adviser: CDA calls for sector specific guidance on vulnerability >

Money Advice Trust: Listen to the latest podcast >

Man taking a video call while using sign language

What are consumers saying?

Explore our resources related to what consumers are saying.

Interview with NewDay: The role of Support Hub in enhancing NewDay’s services >

Interview: Read our interview with a lived experience expert >

STAMMA video: Understanding Life with a Stammer: Insights from Kirsten Howells >

Video: How Support Hub helps people access the services they need >

Case study: Hear from Pardy Gill from the National Federation of the Blind UK, about his experiences, and how Support Hub is solving real-world problems for those with disabilities and accessibility needs. Watch now >

Two people having a conversation through sign language

What do our partners say?

Here, you'll find information about what our partners are saying.

STAMMA blog: How can a stammer affect daily life? >

Video: Support Hub founder members discuss how we can support vulnerable customers >

StepChange video: StepChange's Support for Financial Vulnerability: Vanessa Northam Speaks >

Press release: Majority of disabled people delay contacting essential service providers by more than two months >

Interview: Our latest interview with a Government Disability & Access Ambassador >

Video: Find out more about why our founding partners wanted to get involved with Support Hub – and what it will mean to their customers. Watch now >

Employee in a bank helping a couple with their application

Regulatory information

Read sector specific regulatory information here on vulnerability and supporting consumers.

Industry and accessibility resources

Resources to support organisations in developing their accessibility and disability support strategies.

 

FT Adviser Blog: AI brings threats and opportunities for client vulnerability >

Report: Ten principles for designing vulnerable consumer data-sharing programmes >

Report: Building Bridges: A project to enable better services to create better lives for disabled people >

Revealing Reality: Research report into the attitudes, both of consumers and professionals, towards data sharing – and how the conversation could be moved forward in a positive direction. Read now >

Money and Mental Health: This report reveals the nexus of difficulties that affect people with mental health problems when choosing, buying and using insurance products, like travel, life and income protection. Read now >

Citizens Advice: Report looking at key design considerations in promoting disclosure of support needs to service providers >

Gov.UK: The Equality Act lays the foundation of organisations' obligations in supporting vulnerable consumers and creating accessible products and services. Read more >

Money and Mental Health: Access to debt advice: the needs of people with serious mental health problems >

Euan's Guide: Disabled access information >

FT Adviser: Disability and financial wellbeing: barriers and accessibility >

Project Nemo: Accelerating disability inclusion in FinTech >

WhatWeNeed report: What support can firms give disabled consumers and people in vulnerable situations? >

Phoenix Group report: Uncovering Hidden Barriers of Disclosing Vulnerabilities >

UK Finance guidance: Framework for Sharing Customer Vulnerability Information in the Mortgage Sector >

NICE report: Explore the shifting landscape of vulnerability in the UK >

Read the latest blogs on Support Hub

How can your business get involved?

Support Hub is about solving a problem for disabled consumers. And solving that problem needs collaboration as an industry. The more organisations that sign up for this unique tool, the more useful it is. Collaborate with leading organisations across different sectors to help define how consumers should be supported and learn from your peers.