Why energy companies must engage with struggling customers

Heating a family home is set to become more expensive again before the winter - gas and electricity price rises are widely expected. Over the past few years, utility bills have been taking up a greater proportion of household incomes. Price rises have heavily outstripped earnings growth. Of course, it's not just utilities - the cost of getting to work, putting food on the table and countless other necessities all demand a greater share of household income.

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