Speaker presentations

POLICY, REGULATION AND THE CHANGING DEBT LANDSCAPE

Setting the scene – the changing debt landscape
Mark Wilkinson, Head of income, Northumbrian Water

MAKING BILLS AFFORDABLE FOR ALL

Building a culture and a service for pro-active customer support
Chris Thewlis, Chief operating officer, RWE Npower

Alleviating affordability issues through water efficiency partnerships
Ben Earl, Head of water efficiency, Southern Water

THINKING DIFFERENTLY – TECH, INNOVATION AND COLLABORATION

Changing the perception, image and culture of debt collection
Malachy McVeigh, Head of payment and accounts resolutions, Power NI

Orchestrating data to improve interactions across digital channels and maximise collections
Simon Brennan, VP Europe, Engage Hub

Collaborative approaches to debt collection
Deven Ghelani, Director, Policy in Practice

EFFECTIVE COMMUNICATION AND ENGAGEMENT WITH VULNERABLE CUSTOMERS

The effectiveness of the Landlord TAP
Michelle Atkinson, Head of income, United Utilities

Forming relationships with vulnerable customers to deliver the best possible outcomes
Steven Bengough, Head of collections, Pure Planet

Identifying customers for a social tariff growth strategy
Mike Bingham, Affordability lead, Thames Water