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Rethinking support: addressing vulnerability and affordability in utilities
As economic pressures mount, utilities are under growing pressure to proactively identify and support vulnerable customers. This session will explore the groundbreaking innovations, technology and forward-thinking approaches helping utilities move beyond compliance and deliver more meaningful, targeted support to those who need it most. Discover how the sector is redefining its role in social responsibility with real work examples.
Sponsored by:
Chair welcome
Matt Cole - Fuel Bank Foundation
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
Joanna Lomax, Customer Vulnerability Manager - UK Power Networks
Using AI in proactive vulnerability support - what we built, why it matters and what’s next
Aarthi Kumar, Head of Innovation - CKDelta
Chairperson
Speakers
