This means we are committed to meeting the standards and principles of the Code and to treating all customers fairly, including providing appropriate care and protection for customers who may be vulnerable.

Supporting customers who may need extra care

A customer may be considered vulnerable if their personal circumstances mean they are at greater risk of disadvantage during the home-buying process. Vulnerability can take many forms and may be temporary or long-term. This could include, for example:

• Physical or mental health conditions
• Major life events such as bereavement, separation or divorce
• Difficulties with communication or understanding information
• Limited experience of buying a home, including first-time buyers

Everyone’s situation is different, and vulnerability is not always visible. We aim to be understanding, flexible and respectful at all times.

Our approach

At Scotia Homes, we take our responsibility to support vulnerable customers seriously. Where extra care or adjustments are needed, we will work with you to ensure you feel informed, supported and treated fairly throughout your enquiry and purchase. Some of the steps we take include:

• Trained sales teams - Our sales staff are trained to recognise potential vulnerability and understand how to respond appropriately and sensitively.
• Flexible and supportive communication - Where a vulnerability is identified, we can make reasonable adjustments, such as adapting how we communicate, allowing additional time, or providing information in hard copy if that is helpful.
• Clear, plain-English information - We avoid unnecessary jargon and explain key terms clearly. We will check understanding at each stage of the buying process to ensure information is clear and transparent.
• Additional support during the buying process - For customers proceeding with a home purchase, we can offer a second point of contact where appropriate, helping to ensure our responsibilities are fully met and you feel confident moving forward.

We're here to help

If you feel you may benefit from additional support, or if you would like to discuss your circumstances in confidence, please speak to the relevant Sales Advisor at any of our developments. Our team is here to help and will always aim to treat your situation with care and discretion.

Further information

For more information about vulnerable customers and the work being carried out under the New Homes Quality Code, you may find the following resources helpful:

New Homes Quality Board (NHQB)

Consumer Code for Home Builders