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Customers UTILITY WEEK | 4TH - 10TH MARCH 2016 | 29 "Customer vulnerability is not simply about affordability" E arlier this month, Ofwat published new research which echoed our long- held concerns that many water customers whose circumstances make them vulnerable are still not getting the support they need. Recent incidents, includ- ing flooding and water quality issues, have also highlighted how some customers can suddenly find themselves in a vulnerable situation caused by events beyond their control. Water companies need to ensure they have the systems and resources in place to support these customers too. The industry has taken big strides towards providing more assistance for customers struggling to afford their bills, through the rollout of schemes such as social tariffs. However, we know from our own research that many of the most financially vulnerable customers are still suffering in silence and, in some cases, sacrificing other essentials, such as heating or food, to pay their water bills. That's why we want to see water companies do even more to reach those who are too embarrassed to ask for assistance, or simply don't know that help exists. Of course, customer vulnerability is not simply about affordability and companies need to ensure all of their services are tailored to help those with a wide range of needs. Supporting customers whose circumstances make them vulnerable – whether financial or otherwise – should be seen as an essential part of the day job, not an initiative. Companies need to develop effective systems for capturing Opinion Janine Shackleton, Consumer Council for Water important information custom- ers have shared about their circumstances. Making sure this information is recorded the first time it is mentioned will also ensure customers get additional support at the earliest opportunity. Customer- facing staff should also receive training that empowers them to spot the early signs that a customer needs additional help and support. Ofwat's report rightly high- lighted some good examples of companies who are already doing some great work in sup- porting the most vulnerable in our society. These present the industry with an opportu- nity to collaborate and share examples of good practice, resources and ideas so all customers across England and Wales experience the benefits. Through collaborating, water companies could, for exam- ple, produce a set of "easy read" infographic messages on topics such as using water wisely, financial assistance and metering. Whatever action companies decide to take, it's important they involve customers who are in circumstances that make them vulnerable – and the organisations who support them – in designing tailored services. Over time, we believe these changes can begin to embed a more inclusive culture in the water industry that will lead to greater numbers of customers receiving a service that fully meets their needs. Janine Shackleton, policy manager, Consumer Council for Water "It's absolutely essential water companies don't take a one-size-fits-all approach, and actively understand and respond to each customer's specific needs." Cathryn Ross, Ofwat chief executive WATER COMPANIES – WHO IS OFFERING A SOCIAL TARIFF? Social tariff Anglian Water ✔ ✔ Welsh Water ✔ Northumbrian Water ✔ Severn Trent ✔ South West Water ✔ Southern Water ✔ Thames Water ✔ United Utilities ✔ ✔ Wessex Water ✔ Yorkshire Water ✔ Affinity Water ✔ Bournemouth Water Being reviewed following SWW merger Bristol Water ✔ Dee Valley Water ✘ (In development) Portsmouth Water ✘ (In development) South East Water ✔ South Staffs Water ✘ (In development) Sutton and East Surrey Water ✔ source: Ofwat source: Decc FUEL POVERTY IN ENGLAND, 2003-13 Fuel poor households (millions) Aggregate fuel poverty gap: 2013 prices (£ million) Source: London Economics and Risk Solutions focus group sessions 3 2 1 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Number of fuel poor households (millions) Years 1,200 800 400 0 Aggregate fuel poverty gap in 2013 prices (£ million) Realised detriment Insufficient support Industry and policy response, and collaboration between organisations Customer ability or inclination to act