Vulnerable customers

Latest in Vulnerable customers

Download Utility Week’s report to discover the factors driving industry pilots of open banking technology to improve debt and payment management in the post-pandemic world.
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Incomplete occupancy data can lead to bills being sent to vacant homes or the wrong person and can lead to regulatory fines if a company exceeds its permitted number of void properties. Utility Week talks to Sagacity about actively managing this data.
Analysis
A report into customer complaint procedures published by Ofwat and CCW has called on water companies to be more ambitious in their resolution time for billpayer grievances and publish their targets for 2021/22
News
Consumer watchdog CCW has set water companies a target of raising awareness of the priority services register from its current 42 per cent to 75 per cent by 2030. As part of a series of goals aimed at vulnerable customers, CCW also wants to helps turn around a situation where currently 51 per cent view the communication from their water company as poor.
News
CCW has been tasked with carrying out an independent review of the financial support offered by different water companies across England and Wales, to identify ways to better support households that are struggling financially
News
The reach of utilities firms into disadvantaged areas is a rare commodity, which can be harnessed to great effect when it comes to driving social mobility, say Rt Hon Justine Greening, Social Mobility Pledge founder and former Education Secretary; and Louise Beardmore, Customer Services and People Director at United Utilities
Opinion
A pan-utilities collaborative project to raise awareness of the Priority Services Register has united 12 companies with a single message as the sectors edge closer to a shared data platform.
News
United Utilities' customer base includes some of the most deprived parts of the country and these people are now facing ever increasing hardships because of the pandemic. Customer services and people director Louise Beardmore tells Utility Week how empowering staff to help wherever possible has earned the company praise from those it serves.
Interviews
As part of our Keeping Us Connected series SES' customer liaison officer, Janet Riley, talks to Utility Week about how her role has evolved in the face of coronavirus - offering more than just advice on bills to vulnerable customers. She says: "Without us ringing these people I don’t know what would happen to them."
News
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