UTILITY WEEK | 31ST AUGUST - 6TH SEPTEMBER 2018 |
29
Customers
Speakers'
views:
Chris Fitch, vulnerability lead,
Money Advice Trust
"If we wait for govern-
ment before taking
action we will just sit
here twiddling our
thumbs. We have to
act ahead of that.
We have to take our
own agency as an
industry."
Matt Rudling, director of
customer services, UK Power
Networks
"It's about keeping the
lights on and keeping
everyone safe, but you
can always do more –
we want to do more."
Richard Brown, senior consultant,
Huntswood
"It's a figure that
may make even the
informed audience
that makes up this
room sit up and pay
attention: 50 per cent
of adults have showed
characteristics of gen-
eral vulnerability."
Chris Welby, head of regulation,
Bristol Energy
"The priority services
register doesn't deal
with transient or tem-
porary vulnerability,
and we're also seeing
the state fall back
from helping people,
and that can be really
distressing."
Rachel Ryan-Crisp, affordability
and vulnerability lead,
Southern Water
"Vulnerability is now
finally getting the
profile it deserves, and
as our understanding
develops our reactions
will become more
sophisticated."
Amanda Phillips, priority services
lead, United Utilities
"The current state of
play is that there is a
willingness to help,
but no framework to
turn that into tangible
action."
Matthew Upton, head of
consumer and public services
policy, Citizens Advice
"The roll out of
universal credit has
made things worse –
if anything it makes
more people vulner-
able and it will make
debt collection even
harder."
Steve Crabb, director of Consumer
Vulnerability, British Gas
"Vulnerability is about
a series of risk factors.
The onus is on us, not
the customer – they
are people, not just
customers, and they
need our help."
Brought to you in association with
