Dealing with Vulnerability

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Question 1 of 15

1. Question
Which of these signs would alert you to a possible vulnerable situation
- They take a long time to get to the door and sound flustered or out of breath
- Post build up
- The person tells you they did not know anything about the debt
- Milk left on doorstep
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Question 2 of 15

2. Question
When encountering a vulnerable person how should you deal with the person
- Carry on as normal procedure and leave them with the paperwork and tell them to seek advise
- Be patient and emphasise, speaking slowly and clearly, asking if they have understood what you are telling them and decide if or not to take control of goods
- Walk away and don’t divulge any further information
- Leave them with the CAB contact detail
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Question 3 of 15

3. Question
Which of these signs would alert you to a possible vulnerable situation
- Milk left on doorstop
- Post build up
- The person tells you they did not know anything about the debt
- The person you are speaking to takes a long time to answer your questions
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Question 4 of 15

4. Question
Vulnerable persons symptoms are not always visible which of these answers would indicate possible vulnerability
- Person of pensionable age
- Someone wearing glasses
- They keep repeating themselves and do not seem to be taking in what you are explaining
- Someone under the age of 16
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Question 5 of 15

5. Question
According to the Mental Capacity Act 2005 what best describes a vulnerable person
- Someone who is old and frail
- Disabled person
- Someone with dementia
- Someone who can neither understand, retain or weigh up information in order to make a decision
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Question 6 of 15

6. Question
What duty does an Enforcement Agent have when encountering someone who is deemed vulnerable?
- If necessary, the enforcement agent will advise the creditor if further action is appropriate. The exercise of appropriate discretion is needed, not only to protect the debtor, but also the enforcement agent who should avoid taking action which could lead to accusations of inappropriate behaviour.
- Enforcement agents must withdraw from domestic premises if the only person present is, or appears to be, under the age of 16 or is deemed to be vulnerable by the enforcement agent; they can ask when the debtor will be home – if appropriate.
- Enforcement agents must withdraw without making enquiries if the only persons present are children who appear to be under the age of 12.
- All answers are correct
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Question 7 of 15

7. Question
You encounter a vulnerable person, you fill in a full writing report of your visit. Who needs to be informed the person is vulnerable
- Police
- Creditor
- Courts
- Citizens Advice Bureau
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Question 8 of 15

8. Question
During the enforcement process which, if any, adults should be automatically treated by enforcement agents as a vulnerable person?
- None
- Anyone over the age of 70
- Anyone who is a single parent
- Anyone with a physical disability
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Question 9 of 15

9. Question
Which, if any, of sheep dogs, guard dogs and domestic cats are likely to be treated as exempt goods under the Taking Control of Goods Regulations 2013?
- None of them
- Sheep dogs and guard dogs only
- Domestic cats only
- All of them
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Question 10 of 15

10. Question
During enforcement proceedings, plaintiff and applicant are names which refer to which party?
- Agent
- Creditor
- Debtor
- Bailiff
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Question 11 of 15

11. Question
John (Enforcement Agent) is required to do checks on a potential vulnerable person, and has acknowledged that he believes that the debtor may be a vulnerable person; how should John deal with the Vulnerable debtor from this point on? From the descriptions below select the statement that is closest to that described by the “Taking Control of Goods National Standards”.
- The Enforcement Agent has a duty to contact the creditor, and report the circumstances in situations where there is evidence of a potential cause for concern.
  The exercise of appropriate discretion is needed, not only to protect the debtor, but also the Enforcement Agent who should avoid taking action which could lead to accusations of inappropriate behaviour.
- The Enforcement Agent has a duty to take control of the goods prior to contacting the creditor, and report the circumstances in situations where there is evidence of a potential cause for concern. The exercise of appropriate discretion is needed, in order to protect the debtor.
- The Enforcement Agent should enter in to a Controlled Goods Agreement with the debtor, and then report the situations where there is evidence of a potential cause for concern.
- The exercise of appropriate discretion is needed, not only to protect the debtor, but also the Enforcement Agent who should avoid taking action which could lead to accusations of inappropriate behaviour, and the Enforcement Agent should withdraw and send the case back to the office marked “Insufficent Goods”.
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Question 12 of 15

12. Question
John (Enforcement Agent) uses a process to identify Vulnerable debtors in his day to day job as an Enforcement Agent; which answer best defines that process?
- John listens to the debtor, which allows him to identify their needs and adjust his approach accordingly. This will allow John to identify risk factors such as: disability, illiteracy, illness, bereavement and other impairments. John has learnt that not all cases of vulnerability are immediately obvious, and in many cases more than one risk factor is present.
- John gives the debtor a reasonable time to prove their vulnerability, but if they cannot prove this then he will continue with Enforcement.
- John listens to the debtor, which allows him to identify their needs and adjust his approach accordingly. This will allow John to identify risk factors such as: disability, illiteracy, illness, bereavement and other impairments.
- John attends the property and notes that the debtor has not contacted the office prior to his visit, so has no belief that any vulnerablity exists. As stated under the National Standards, there is no requirement to do any further investigation.
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Question 13 of 15

13. Question
John (Enforcement Agent) is dealing with a debtor who believes that they are Vulnerable, but John is then asked by the debtor to define “a Vulnerable” as defined by the “Taking Control of Goods National Standards”. Which of the following statements is least likely to fall in to this category?
- A person, aged 18 years or over, who is or may be in need of community care services by reason of mental or other disability, age or illness
- A person who is, or may be, unable to take care of him or herself, or unable to protect him or herself against significant harm or exploitation
- If the only person present is, or appears to be, under the age of 16
- A person, in full time work, who states they are vulnerable based on their inability to deal with the debt right now, as they have no time due to work pressures
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Question 14 of 15

14. Question
The Taking Control of Goods National Standards for Enforcement Agents advises how an Enforcement Agent can give good customer service in line with the National Standards. From the descriptions below select the statement that is closest to that described by the “Taking Control of Goods National Standards”.
- The minimum standards that are expected by Enforcement Agents and Creditors when carrying out enforcement are:
  Professionalism
  Conduct, Complaints and Discipline,
  Information and Confidentiality, Time and Hours,
  Vulnerable situations
- The minimum standards that are expected by Enforcement Agents when carrying out enforcement are: Professionalism and Conduct, Complaints and Discipline, Information and Confidentiality, Time and Hours, Vulnerable situations
- The minimum standards that are expected by Enforcement Agents and Creditors when carrying out enforcement are: Professionalism and Conduct, Complaints and Discipline, Information and Confidentiality, Time and Hours, Vulnerable situations, Collection of the debt in a timely manner.
- The minimum standards that are expected by Enforcement Agents when carrying out enforcement are: Professionalism and Conduct, Complaints and Discipline, Information and Confidentiality, Time and Hours, Vulnerable situations, Collection of the debt in a timely manner.
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Question 15 of 15

15. Question
The Taking Control of Goods National Standards for Enforcement Agents defines the term “Customer Care” as? (From the descriptions below select the statement that is closest to that described by the “Taking Control of Goods National Standards”)
- These standards are intended for use by all Enforcement Agents, public and private, the Enforcement Agencies that employ them and the major creditors who use their services. Private sector Enforcement Agents, who are recovering debts owed to the public sector, perform the vast majority of enforcement work, and this document has established a set of common standards to cover this activity supporting the underpinning legislation.
- These standards are intended for use by all Enforcement Agents, public and private, the Enforcement Agencies that employ them and the major creditors who use their services. To harmonise the approach by all sectors to show that the debt can be collected as quickly as possible and deal with any complaints raised.
- These standards are intended for use by all Enforcement Agents and the Enforcement Agencies that employ them. Private sector Enforcement Agents, who are recovering debts owed to the public sector, perform the vast majority of enforcement work, and this document has established a set of common standards to cover this activity supporting the underpinning legislation.
- These standards are intended for use by all Enforcement Agents, the Enforcement Agencies that employ them and who use their services. To harmonise the approach by all sectors to show that the debt can be collected as quickly as possible and deal with any complaints raised.
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Dealing with Vulnerability

Dealing with Vulnerability within the National Standards Online

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