he Equity Release Council (the Council) has today officially launched Safe Steps, a new cross-sector vulnerability guidance hub unveiled during a landmark plenary at the Later Life Lending Summit in Sheffield.

Safe Steps equips firms across the later life lending market with practical tools, shared insights, and confidence to respond to customer vulnerability with empathy, clarity, and care. It turns principles into practice, helping professionals identify, record, and respond to vulnerability effectively and consistently.

While created by the Council, the resource is being shared in collaboration with partners across the industry, including the Association of Mortgage Intermediaries (AMI), as part of a shared commitment to learning, and better outcomes for all customers.

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.

“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.”