Vulnerable customers

Latest in Vulnerable customers

The recent heatwave is an important reminder of what lies ahead as our climate continues to warm – an increase in the scale and frequency of extreme weather events, which will cause greater strain and impact on our energy systems, the Centre for Net Zero’s Lucy Yu explains.
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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.
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Ovo Energy Solutions will work with local authorities to retrofit 400 homes across the Isles of Scilly and Cornwall – where fuel poverty affects more than one-in-ten (11.5%) of all households, according to figures from National Energy Action.
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“My agents need three things – to be human, to be positive, to be brave,” says Christopher Dalley, back office, asset management and revenue operations director at EDF, explaining his company’s approaching to supporting vulnerable customers through the cost of living crisis, at a roundtable on the topic held at this year’s Utility Week Live in association with headline sponsor Capita.
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At a time of upheaval in the retail energy market, world-class customer service has never been so crucial – not only for customer acquisition, retention and return on investment (ROI), but for building relationships with customers at a time when trust is low.
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