Vulnerability registration Service

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John

How we worked with the Vulnerability Registration Service to add speech, language and communication differences to their referral flag list.

*Updated March 2026

Summary

When contacting an organisation, many people find it difficult to tell the person on the other end that they stammer and need more time to speak.

Recognising this, we teamed up with the Vulnerability Registration Service (VRS), who notify organisations about caller needs on their behalf.

After working with us, VRS has added 'speech, language and communication differences' to their list of flags. Adding this new flag helps people who stammer avoid the stress of having to repeat their circumstances every time they need to phone a company. 

• Join a community that understands stammering: become a STAMMA member for free.

More about VRS

The Vulnerability Registration Service is a not-for-profit organisation giving vulnerable people a straightforward way to share details about their circumstances.

It provides a central, independent register of people with differences or life circumstances that might affect the way they interact with companies and services. The service works with a range of financial services, businesses, local and county councils and housing associations.  

(Just to note: while a stammer alone doesn't necessarily make someone 'vulnerable', it can sometimes make it more difficult for them to access services when they do need help.)

New flag

Thanks to our collaboration with the VRS, when you register with them for free, you can now choose a flag to indicate that you have a stammer. 

When registering, check the newly-added box for 'Speech, Language, Communication Differences'. You'll then be asked to choose from a list of statements that best apply to you.

VRS will then securely share this information with its member organisations on your behalf, so that they'll be aware of your needs and can take them into account when communicating with you.

*Update, March 2026

What early data is already showing us

In just over six months since the category was introduced, 4% of people who have registered with the VRS have selected the Speech, Language and Communication flag. Some of these people stammer, whilst others have other communication differences. 

Registrants who selected this flag made it very clear that how they are communicated with can make a big difference to their experience as a customer.

The most commonly selected outcomes paint a clear picture of everyday communication barriers — and the small adjustments that can remove them:

• 23% said there may be periods of silence when responding
• 20% need more time when speaking
• 17% may repeat words or sounds
• 15% may ask to nominate someone to speak on their behalf
• 15% asked not to be interrupted
• 10% want to use text‑to‑speech software.

These aren’t complex requests. But they are powerful. They show that people with speech differences often don't need a different service — they need services to slow down, listen differently, and offer flexibility.

Outcome — why this matters

Speech and communication needs may still be under‑recognised or under‑disclosed. Yet the high number of outcomes selected by these VRS registrants shows that when people do identify these needs, they have clear, practical preferences for how services can support them.

For service providers, the message is clear: small communication changes can have a big impact.

By asking the right questions — and listening to the answers — services can become more inclusive for people who stammer and others with speech, language and communication needs.

Final words

Simon Towers, Head of Communications and Business Development at the Vulnerability Registration Service, says:

"The Vulnerability Registration Service gives people a safe and simple way to let organisations know about their personal circumstances, so they can be treated with the care and understanding they deserve. 

'By adding a new flag for speech, language, and communication differences — individuals don't have to explain their situation over and over. It means organisations can adapt their approach and offer the right support, right from the start."

Read about other ways we're working with organisations to make space for stammering.