At GSA, we believe that every customer matters and every contact counts. That’s why we’re proud to launch our new Vulnerability Strategy 2025–2028, a bold and compassionate roadmap designed to ensure that no one is left behind.
This strategy is built around six key pillars:
- Understanding and identifying vulnerability
- Data and analytics
- Person-centred tailored support
- Inclusive service design and workforce strategy
- Partnership working
- Monitoring and continuous improvement
Our approach recognises that vulnerability is not a fixed state, it can affect anyone at any time. Whether due to health, life events, or changing circumstances, our goal is to provide flexible, inclusive, and responsive services that adapt to our customers’ needs.
We’re embedding a culture of empathy and action across GSA, ensuring every colleague and contractor plays a role in identifying and supporting vulnerable customers. From improving how we collect and use data, to designing services with lived experience in mind, this strategy is about delivering human-centred, accessible support that truly makes a difference.
You can find out more about our new vulnerability strategy and what it all means here in this short video.