The hub was announced at the Later Life Lending Summit in Sheffield today and gives firms tools to deal with vulnerable customers with empathy, clarity and care.
The council said this would turn “principles into practice” by helping professionals to identify, record and respond to vulnerability effectively and consistently.
The hub has been shared with partners across the mortgage sector, including the Association of Mortgage Intermediaries (AMI).
Safe Steps includes case studies, adviser prompts and practical examples to promote a culture of empathy and encourage shared learning in the mortgage and later life lending markets.
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.
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“Safe Steps is about recognising those moments and responding with understanding and respect. 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.”
Melville-Kelly added: “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 AMI, added: “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.”
