Skip to main content


Utility Week Live

Identifying and supporting vulnerable customers in times of crisis

22 May 2024
Customer, Culture and Workforce Stage

Customers have suffered through two winters of high energy prices and now face increased water bills – meaning utilities must work harder than ever to identify, support and communicate with vulnerable customers. Utilities know they have a responsibility to ensure nobody is left behind as they decarbonise, roll out low carbon solutions and drive the sustainability agenda – join this session to find out how. 

Chair introduction
Adam John, Utility Week

Identifying, understanding and classifying consumers to tailor support
Sam Loukes, head of customer inclusion, Electricity North West

Ofwat Innovation Funded Support for All: cross sector data sharing – outcomes and update
Helen Patterson, customer manager, Northumbrian Water

Using data and innovation to support vulnerable customers
Farina Farrier, social sustainability strategy and programme manager, UKPN
Adam John - Utility Week
Sam Loukes, head of customer inclusion - Electricity North West
Helen Patterson, customer manager - Northumbrian Water
Farina Farrier, social sustainability strategy and programme manager - UKPN