Utility Week

Customers VULNERABLE CUSTOMERS 24 | 15TH - 21ST JUNE 2018 | UTILITY WEEK Part 2: regulation V ulnerability is becoming an increas- ingly pertinent issue for utility com- panies, as they come under growing regulatory pressure to better support custom- ers across the board. There are questions associated with vulnerable customers at every level of the industry, from high-level policy, through sys- tem design, to the products available and the ways staff sell these products and implement policies. These questions remain despite an increased awareness of vulnerability and its associated issues, because many companies still lack an overarching strategy or policy on consumer vulnerability. Furthermore, poli- cies designed to prevent financial abuse and fraud can inhibit staff empowerment to use discretion, particularly regarding legitimate access by third parties. By way of preparation for this, we bring you the second in a three-part series look- ing in detail at the relationship between cus- Why policy is failing to help those in need tomer vulnerability and three key themes: technology, regulation and pricing. (Part 1 looking at technology was printed in Utility Week, 8 June 2018). The series explores core considerations around how each of these themes is affect- ing the way vulnerability is identified, miti- gated and managed by utilities, as well as highlighting current best practice in the sec- tor, from moves towards a pan-utility prior- ity services register to social tariffs, and from partnerships with the third sector to data- sharing platforms. Legitimacy, trust and confidence Across all instalments of this timely content series, the question of utilities' legitimacy and the role their treatment of vulnerable customers can play in addressing broader trust and confidence in the sector will form a common thread. This week, policy and regulation are under the spotlight – how they are already being used, whether this is working effec- tively, and what needs to happen next. Outlining the importance of the issue, Matthew Cole, head of vulnerable customers at Npower, says: "At the minimum, suppliers need to understand and deliver the basics that vulnerable customers need. "But from policymakers right down to companies themselves, it's vital that we all go above and beyond to innovate and look for new ways to provide additional help and support for those who need it most." In the second of our three-part series, Alice Cooke looks at the central role played by regulation. "From policymakers to companies themselves, it's vital that we all go above and beyond to innovate and look for new ways to provide additional help and support for those who need it most." • Matthew Cole, head of vulnerable customers at Npower To tackle these issues head-on, Utility Week is hosting the Consumer Vulnerabil- ity Conference 2018, which will take place on 5 July in London. The aim of this event is to turn conversation into action for customers in vulnerable circumstances, through presentations and debates from key industry delegates, seminars and workshops. More information about this event is available at event.utilityweek. co.uk/vulnerability.

• Cover