Editor's note: This brief was summarised by The Property AI Newsroom from a report by Mortgage Solutions. Read the original article for full details.

Embedding Vulnerability Assessments Boosts Client Engagement, Study Finds

Clients are more likely to complete vulnerability assessments when these are introduced at key points in the customer journey, according to analysis by support services provider MorganAsh. The firm’s data, drawn from its MorganAsh Resilience System (MARS) between 2023 and 2025, shows that 99% of customers who started a vulnerability assessment went on to complete it.

MorganAsh found that proactive vulnerability assessments had an average take-up rate of 65% when introduced at the onboarding stage, and 60% at the review stage. When vulnerability assessments were embedded into existing interactions during onboarding and review, take-up rates regularly reached 100%. In contrast, when firms relied on standalone requests for information outside of normal client interactions, completion rates dropped to 3%.

The analysis also noted that take-up rates depended on several factors, including whether the relationship between the professional and client was new or existing, the lead source, and the nature of the business.

For UK letting agents and inventory clerks, these findings highlight the importance of integrating vulnerability assessments into standard client processes, such as onboarding and regular reviews, to ensure higher engagement and completion rates. This approach may help firms better identify and support vulnerable clients, in line with recent calls from the Financial Conduct Authority (FCA) for clearer support for vulnerable customers.