Utility Week - authoritative, impartial and essential reading for senior people within utilities, regulators and government
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UTILITY WEEK | 9TH - 15TH JUNE 2017 | 27 Customers Jo Gilbert, SmartChange "There are new entrants coming through with innovative products, and there is a commercial cost to that. If you put a price cap in, that money may not be available to innovate and design clever products." Views from the top table: Dave Ford, Bristol Energy "It's really important, when looking at vulnerability, not to have a one-size-fits-all approach." 1. Identification The major challenge in assisting those in need is finding a way to identify them in the first place. 2. Defining vulnerable Vulnerability is often associated with financial hardship, but there are numerous ways in which customers may need assistance. Mobility, language comprehension and mental illness are all potential issues. 3. Data sharing The ability to share data on customers who may need assistance would allow utilities to act more quickly and save the customer the inconvenience of having to give consent to different providers. 4. Regulation Current regulation makes data sharing difficult, while price caps and a move to principles-based regulation may deter innovation. 5. Technology Smart meters could be used to assist vulnerable customers, in terms of both communication and behavioural monitoring. Key points to take away Sponsored by Garrett Foxon, Allpay "The key thing is to make customers aware of services and offer flexible payment options. Communication and flexibility really makes a difference. As universal credit can be paid on any day of the month, being able to collect payments close to when they receive their credit is important in order to minimise the risk of it being spent on other things." John Mason, EDF Energy "A big focus is how the regulations can help to shape rather than constrict the kind of support we can give customers." Jackie Welsh, Affinity Water "We've just got to keep working harder at trying to find ways to reach customers. We need to provide an inclusive service."