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Rethinking support: addressing vulnerability and affordability in utilities
As economic pressures grow, utilities face increasing responsibility to identify and support vulnerable customers through effective, empathetic, and inclusive approaches. This session will explore whether the Priority Services Register (PSR) is fit for purpose, how regulation intersects with affordability, and showcase real-world case studies on supporting customers through hardship.
Chair welcome and introduction
Adam John, Deputy News Editor - Utility Week
Innovative solutions and partnership approaches to help those in crisis
Matt Cole - Fuel Bank Foundation
Supporting customers through hardship
Helen Patterson, Customer Service Manager – Credit Management - Northumbrian Water Group
Lisa Connell, Customer Manager – Inclusivity and Affordability - Northumbrian Water Group
Spotlight Project: using AI to identify vulnerable customers
Jo Lomax, Customer Vulnerability Manager - UK Power Networks
Talk title to be advised
Chairperson
