Time to tackle vulnerability differently

17 June 2022

Time to tackle vulnerability differently

Utilities must “not lose empathy” as the financial pressures on customers continue to mount, according to water and energy leaders. This extended summary details the concerns and aspirations of industry executives as they seek to improve their understanding of and response to vulnerability.

In light of spiking interest rates and rising energy prices, the economic burden on many domestic and business customers is showing no signs of abating. However, for some customers, many of whom have never experienced financial vulnerability before, the affordability issue is just beginning to be felt – and it is undoubtedly going to get worse.

This detailed summary examines the challenges facing water and energy companies as they seek to keep pace with evolving consumer needs and behaviours. It also considers the proposed merits of increased regulatory support to facilitate enhanced sharing of customer data.

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