Vulnerability Policy

1. Introduction

Solar & Energy Gain CIC (SEG CIC) is committed to ensuring the well-being, inclusion, and fair treatment of all individuals and organisations we work with, particularly those who may be considered vulnerable. As a Community Interest Company, our mission is to deliver social value alongside renewable energy solutions. This policy outlines how we support and protect vulnerable participants, partners, and beneficiaries in all our activities.

2. Definition of Vulnerable Participants

Vulnerability may arise due to personal, financial, or situational factors. Individuals and organisations we engage with may be considered vulnerable if they:

• Are elderly or experience reduced capacity

• Have physical, sensory, or cognitive disabilities

• Experience financial disadvantage or energy poverty

• Are affected by mental health challenges

• Face language or communication barriers

• Represent schools, charities, or community groups requiring extra support

3. Training and Awareness

All SEG CIC staff and representatives will receive training to:

• Recognise indicators of vulnerability

• Communicate in a clear, respectful, and inclusive way

• Understand diverse community needs

• Maintain confidentiality and safeguard personal information

4. Tailored Support

We are committed to adapting our services to meet the unique needs of vulnerable participants. This may include:

• Flexible appointment times and accessible meeting arrangements

• Simplified information and guidance materials

• Additional financial consideration through our community funding models

• Support for accessibility and mobility requirements

5. Consent and Decision-Making

We will take particular care to ensure informed consent is obtained, presenting information in accessible formats. Where helpful, we encourage the involvement of trusted friends, family members, or community advocates in decision-making.

6. Complaints and Feedback

SEG CIC welcomes feedback from all stakeholders and has dedicated channels to receive concerns or complaints regarding the treatment of vulnerable participants. Complaints will be addressed promptly, fairly, and with sensitivity.

7. Compliance and Responsibility

We actively comply with all relevant laws and good practice relating to consumer protection and equality. Actions include:

• Ongoing staff training and policy updates

• Internal reviews of accessibility and inclusivity

• Engagement with community stakeholders to shape improvements

• Ensuring all services align with our Community Interest objectives

8. Continuous Improvement

As a Community Interest Company, SEG CIC is committed to continuous improvement and social accountability. This policy will be reviewed regularly to ensure it remains effective and responsive to the evolving needs of vulnerable individuals and communities.