Helen Lord: Vulnerability, Data Sharing, and AI

In this episode of the Connect Podcast, Shane welcomes Helen Lord, CEO of the Vulnerability Registration Service (VRS). Since 2016, VRS has provided a central way for individuals to register their vulnerabilities — whether financial, health-related, or situational — so service providers can adapt their approach and prevent harm. Helen shares why vulnerability can affect anyone, how VRS helps both consumers and organizations, and what it was like to build such a service from scratch. She also dives into the role of regulation, GDPR, and how AI can support vulnerable customers without replacing the human touch.

What You’ll Learn

• Defining Vulnerability: Why it can’t be neatly defined, and how it changes over time and across life events.
• The Birth of VRS: Why Helen launched the service in 2016 and how it simplifies life for overwhelmed consumers.
• How VRS Works: A central database that notifies service providers (banks, utilities, councils, etc.) of consumer vulnerabilities with consent.
• Consumer Benefits: Fewer repeated conversations, tailored treatment paths, and access to additional support or benefits.
• Business Benefits: Better compliance with regulations, reduced disputes, lower operational costs, and reputational protection.
• Entrepreneurship Lessons: The challenges of being a small player in a big industry, building resilience, and carrying the courage of conviction.
• Regulation & Compliance: How VRS helps organizations meet FCA Consumer Duty and similar frameworks across sectors.
• AI’s Role: Why AI should be embraced cautiously to filter simpler cases, free up human resources, and personalize journeys — while respecting privacy.
• The Future of Vulnerability Management: Collaboration, data sharing, and breaking down issues into manageable, actionable paths.

Key Takeaways

• Anyone can be vulnerable. Life events — from separation to illness — can trigger temporary or long-term vulnerabilities.
• Simplification is key. VRS exists to give people a single, trusted channel to communicate vulnerability to multiple providers.
• Data for good. Shared responsibly, data prevents repeated trauma, reduces disputes, and enables fair treatment.
• AI is a filter, not a fix. It can automate accessibility adjustments and streamline simple cases but should route complex needs to humans.
• Regulation is tightening. FCA Consumer Duty and sector-specific rules make vulnerability management a business-critical issue.
• Resilience matters. Building from scratch in a regulated space takes conviction, persistence, and balancing emotion with pragmatism.
• Not a free pass. Being on the VRS doesn’t erase debts, but it ensures consumers are treated with empathy and fairness.
• Collaboration over competition. Vulnerability isn’t a competitive edge — organizations must work together to protect consumers.

👉 Helen’s advice: “A vulnerable customer should only have to explain their situation once.”

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