27 February 2020

8:45 am

Registration, refreshments and networking

9:30 am

Introduction from conference chair

Speaker

9:40 am

POLICY, REGULATION AND THE CHANGING DEBT LANDSCAPE

9:40 am

Setting the scene – the changing debt landscape

  • The rising cost of living and the challenges this is causing
  • Collections processes in a low-income world
  • Water without the worry – our approach

Speaker

10:00 am

Panel debate: consumer debt trends – the next five years for utilities

  • How will the next five years differ from the last?
  • What are the implications of switching customers remotely to prepayment?
  • Recognising switching trends, are bigger suppliers becoming overweight with customers in debt?
  • Regulatory recommendations from PR19

Session speakers to be joined by:

Speakers

10:40 am

Refreshments, networking and exhibition

11:10 am

MAKING BILLS AFFORDABLE FOR ALL

11:10 am

Building a culture and a service for pro-active customer support

  • Effectively engaging with customers to prevent self-disconnection

Speaker

11:30 am

Alleviating affordability issues through water efficiency partnerships

  • Working to offer home water saving visits to identify eligible discounts and potential water efficiency savings
  • Understanding the impact water efficiency schemes can have on preventing debt and increasing the resilience of households

Speaker

  • Ben Earl

    Ben Earl
    Head of water efficiency - Southern Water

11:50 am

Panel debate: roles and responsibilities of suppliers in creating affordable bills for all

How can utilities work collaboratively with each other, the third sector and the government to improve affordability and protect customers who find themselves in vulnerable circumstances?

Session speakers to be joined by:

Speaker

  • Andrew White

    Andrew White
    Senior policy manager - Consumer Council for Water

12:20 pm

Buffet lunch, networking and exhibition

1:20 pm

THINKING DIFFERENTLY – TECH, INNOVATION AND COLLABORATION

1:20 pm

Changing the perception, image and culture of debt collection

  • The role of debt collection within the overall business and the journey to provide greater understanding and promotion of its importance
  • Driving cultural change and attitudes to debt collection and debt collection staff
  • Rebranding – why?  the journey and results

Speaker

1:40 pm

Check back for more details

Speaker

1:55 pm

Collaborative approaches to debt collection

  • Utilising resources to effectively collect debt
  • With customers often in debt with multiple organisations, how can collaboration support the collection process?

Speaker

2:15 pm

Questions and answers

2:35 pm

Refreshments, networking and exhibition

3:05 pm

EFFECTIVE COMMUNICATION AND ENGAGEMENT WITH VULNERABLE CUSTOMERS

3:05 pm

The effectiveness of the Landlord TAP

  • What is the Landlord TAP?
  • What are the current benefits and future opportunities?
  • The legislative background to Landlord TAP and where we’re at

Speaker

3:30 pm

Forming relationships with vulnerable customers to deliver the best possible outcomes

  • The general level of vulnerability and the challenge the energy sector is facing
  • How are Pure Planet working to deliver outstanding service to vulnerable customers?
  • The opportunity provided by cross-utility collaboration in tackling the vulnerability challenge

Speaker

3:50 pm

Identifying customers for a social tariff growth strategy

  • Working with other water companies to develop a consistent approach
  • Using data to proactively identify vulnerable customers and check eligibility
  • Simplifying the application process and making it easy for customers
  • Obtaining third sector input

Speaker

4:10 pm

Questions and answers

4:30 pm

Closing remarks and end of conference