Vulnerable Clients

Supporting Vulnerable Clients Through Equity Release in the UK

The focus keyphrase vulnerable clients is essential when discussing equity release in the UK. More people are accessing equity from their homes to support retirement, repay debts, or fund long-term care. But for many, these decisions come at a time when they may be emotionally or financially vulnerable.

Vulnerable Clients|Recognising Vulnerability in Equity Release Clients

Equity release has grown in popularity, especially among over-55s. However, it often coincides with later-life challenges. These can include bereavement, illness, financial worries, or cognitive decline. The Financial Conduct Authority (FCA) estimates that 50% of UK adults display at least one sign of vulnerability (source: FCA Financial Lives Survey, 2023).

Despite this, a 2025 Schroders Adviser Survey shows that 95% of advisers believe vulnerable clients make up less than 25% of their client base. This mismatch can lead to poor outcomes. This all leads Connect Lifetime Mortgages to identify that equity release customers need tailored support.

This careful assessment helps ensure vulnerable people are not left behind. Some may struggle with digital tools. Others might feel overwhelmed by complex options. By offering clear, empathetic guidance, advisers give clients the confidence to make informed decisions.

Equity Release Trends: Data and Examples

Here’s a breakdown of recent equity release figures from industry sources:

Each figure shows a consistent trend: vulnerable clients are more common than many advisers realise. Ignoring this fact risks breaching the FCA’s Consumer Duty, which requires fair treatment for all, especially those at greater risk of harm.

Vulnerable Clients|Detecting Vulnerability Early in the Advice Process

One reason Connect Lifetime Mortgages stands apart is its proactive use of digital factfinding. This system flags issues such as recent life changes, health conditions, or lower financial literacy. If someone has recently lost a spouse or is struggling with day-to-day expenses, this is recognised early.

The system is intuitive and fully integrated. For instance, if a client aged 68 reports a recent bereavement and lives alone with limited income, this triggers an adviser alert. This way, the client receives extra time, simplified communication, and—where appropriate—family involvement (with consent).

What sets Connect apart is its continual monitoring. They don’t just assess vulnerability once. Because vulnerability can change over time, checks continue throughout the journey—from enquiry to advice to post-sale follow-ups.

Why Thorough Identification Matters for Vulnerable Clients

Identifying vulnerability isn’t just about ticking boxes. It directly improves client outcomes. For example:

• Communication can be simplified – using plain language and larger fonts.

• Family or trusted representatives can be involved – with the client’s permission.

• Third-party support – such as legal guidance or mental health resources—can be suggested.

• Decisions can be delayed – if the client feels unsure or pressured.

Let’s say Margaret, aged 72, applies for equity release to fund home adaptations. She recently lost her partner and is now managing finances alone. A quick sale could leave her with the wrong product. But a slow, sensitive approach ensures she gets what she truly needs. This is a real-world example of Consumer Duty in action.

Our Ongoing Commitment to Vulnerable Clients

Connect Lifetime Mortgages offers a fully personalised service. Their Equitec system powers a journey that adapts to each individual. This includes pop-up warnings for advisers, custom templates, and evidence-based support plans.

Training is also a priority. Every adviser is trained to spot subtle signs of distress or confusion. This includes emotional cues during meetings or hesitation when answering financial questions. Advisers also know how to offer help without making clients feel embarrassed or judged.

They also make full use of tools on the Connect website. Clients are asked direct, sensitive questions about life events. If a flag is raised, such as recent hospitalisation, the system ensures the adviser follows up appropriately.

Vulnerable Clients|Consumer Duty and Industry Standards

The Equity Release Council states that identifying and protecting vulnerable customers is now a central requirement for its members. The FCA’s Consumer Duty builds on this, requiring firms to go beyond basic compliance. Instead, they must deliver positive outcomes for clients, especially the most at risk.

Connect Lifetime Mortgages is aligned with these evolving expectations. Their system is not static; it updates in line with policy changes. This gives clients peace of mind and builds long-term trust.

Vulnerable Clients|When Equity Release Might Not Be Suitable

Being honest is also part of ethical advice. For vulnerable clients, equity release might not be the right choice. If someone has a short life expectancy, needs to move soon, or already receives means-tested benefits, this must be carefully discussed.

In these cases, alternatives like downsizing or local authority grants may be better options. Connect Lifetime Mortgages always presents all suitable choices before recommending a product.

Vulnerable Clients|Trust Matters Most

When clients are vulnerable, small details matter. Slowing down the process, choosing the right words, and involving the right people all help. Equity release is a big decision—and vulnerable clients deserve the time, respect, and care to get it right.

Connect Lifetime Mortgages has made it its mission. For topic articles, read our previous post on Women in Later Life.

Richard Turner

Thank you for reading our publication, “Vulnerable Clients | Equity Release Advice.” Stay “Connect“-ed for more updates soon!