Utility Week

UTILITY WEEK | 24TH - 30TH NOVEMBER 2017 | 27 Operations &Assets 1. "Vulnerability" is difficult to define. Customers who may be considered vulnerable do not always view them- selves that way. 2. Labels are impor- tant. Someone who doesn't want to be labelled "vulnerable" may not mind being labelled a "priority customer". 3. The industry must work together so that customers who need help are identified, especially in the event of an emergency. 4. Smart technolo- gies such as smart meters could have unintended conse- quences, such as increasing bills for the most vulnerable. 5. There are funda- mental differences between energy and water. Water tariffs are determined by where people live, which is not always easy to explain to customers. Key themes Victoria Macgregor, director of energy, Citizens Advice "There has always been a degree of focus on vulnerable cus- tomers, but this has increased in recent times. This is partly driven by the shift to viewing vulnerability as a principle rather than simply a tick Ian Cain, utilities expert "The critical need to engage is heightened in the case of vulner- able customers. For energy, accessing available financial support and using consumption patterns to advise and agree practical steps to lower bills is key. For water, the industry must find a consist- ent and acceptable response to some real problems… I believe aligned multi-agency consumer visits can play an integral role in achieving acceptance and participation in our smart metering future." Dave Ford, director of operations, Bristol Energy "Not everyone who is vulnerable sees themselves in that Louise Beardmore, customer service director, United Utilities "In many instances, we are the only ones who have a true view of all of the customers within a region who need help and sup- port – that is a unique position that utility companies have. How we collaborate and work together, so we know where those customers in vulnera- ble circumstances are, is hugely important." Brought to you in association with: way. Regardless of whether they trust energy companies or not, they might feel they're doing very well, and coping with their situation. There- fore, there is a role for other trusted parties to identify people who are in difficult situations and make the right referrals. Because we can help someone out of fuel poverty, we don't only benefit that person; we can save money for local authorities, the NHS and govern- ment too." box exercise, as well as broader changes in the country, which have affected house- hold finances and mean more people have had a tougher time making ends meet."

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