Trigger
← Workspace homeFictional data · no live sending
RECOVERY PLAYBOOK / DECISION RULE
Vulnerable customer handling
Vulnerability or distress changes the care required.
Safe move
Surface context, prioritise safely and record the decision.
Proof event
Decision and reason recorded in the Proof Timeline.
State change
Case moves to the named owner or approval state.
Do not send
A promise made without checking capacity.
Blocked wording stays held until the rule is satisfied.
Safer wording
We’ll confirm the safest next step promptly.
The customer gets a clear next step without an unsafe commitment.
See this rule in a Recovery Case
Priority owner reviewPhone · 26 min old
Elsie Warren: No heating with vulnerable occupant context
My mum is 84 and the heating has stopped. We are worried and need to know what happens next.
UrgentVulnerable customer contextSame-day riskWaiting owner approval
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