The Equity Release Council has launched ‘Safe Steps’, a new vulnerability guidance hub for the later life lending sector.
The hub was introduced at the Later Life Lending Summit in Sheffield and is designed to help firms in the market handle customer vulnerability with practical tools and shared insights.
The resource was developed by the council and is being shared with industry partners, including the Association of Mortgage Intermediaries (AMI).
Additionally, Safe Steps includes case studies, adviser prompts and practical examples to encourage a culture of empathy and accountability in later life lending.
Kelly Melville-Kelly, director of risk, policy and compliance at the Equity Release Council, said: “Every customer has a story.
“For some, later life lending is a positive step towards new opportunities; for others, it comes at a time of change or challenge.
“Safe Steps is about recognising those moments and responding with understanding and respect.”
Melville-Kelly added: “Vulnerability isn’t a label. It’s a reminder that behind every decision is a person navigating their own circumstances.
“This new resource helps professionals replace anxiety with reassurance, confusion with clarity, and isolation with dignity.”
She said: “By embedding these approaches in our daily work, we can build deeper trust in later life lending and show that ours is a sector defined not only by products, but by people.
“When care, compassion, and fairness sit at the heart of what we do, better outcomes naturally follow, safer, stronger, and more sustainable for everyone.”
Stephanie Charman, chief executive of the Association of Mortgage Intermediaries (AMI), said: “Supporting customers in vulnerable circumstances is a collective responsibility that builds on the industry’s ongoing efforts to promote awareness and education.
“By sharing Safe Steps with AMI members, we aim to raise awareness of vulnerability characteristics and suitable accommodations, while also providing firms with practical tools to engage more effectively with their customers.
“This will help ensure customers are well-informed and supported to make confident decisions and signposted (where appropriate) to additional resources.”
