vulnerable

Ofwat proposes new financial support expectations

Ofwat has proposed a number of new minimum measures for companies to communicate with and support billpayers. Following CCW's affordability review and Ofwat's own research it suggests a more proactive approach to communicating with people struggling to pay their bills.

17/06/2021

News

Partnership brings optimism for shared PSR platform

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.

26/06/2020

News

UU: Customer service is an emotional interaction not a process

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.

18/05/2020

Interviews

Keeping us Connected: SES liaison teams offer community lifelines

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."

12/05/2020

News

Energy Saving Trust announces £10m round 5 funding

The Energy Saving Trust has announced that applications for the latest round of funding will open on Monday (19 August).

13/08/2019

News

Perry urges heat networks to sign up to Heat Trust

Energy minister Claire Perry has urged heat network operators to sign up a voluntary best practice standard amidst mounting concerns about the service that the budding sector is delivering to its customers.

05/04/2019

News

Fraudsters jailed for £17m solar panel scam

Six men have been sentenced to a total of more than 30 years in prison for a £17 million solar panel scam.

04/10/2018

News

Rising number of customers unable to pay utility bills

21/06/2018

News

Energy sector rated worst for mental health support

Mental health support is “limited, inconsistent and patchy” according to new research from Citizens Advice. Energy and telecoms were rated the worst sectors for customer service and additional support, while water companies were seen most favourably.

25/05/2018

News

Customer awareness of support schemes ‘worryingly low’

Awareness of utility company support schemes for vulnerable customers is “worryingly low” and suppliers must do more to raise it, customer solutions provider Echo Managed Services has warned.

19/04/2018

News

Debt in the energy industry

“Where we have concerns that suppliers are failing their vulnerable customers, we stand ready to take action”

01/03/2018

Opinion

Safeguard energy tariff comes into effect

02/02/2018

News

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