Louise Walsh, Chief Customer Contact Officer, Utilita

What can we expect from your contribution at Utility Week’s Consumer Vulnerability & Debt Conference 2025?

I’ll be joining the panel to explore how we can reframe debt recovery and customer support as strategic functions that drive both customer wellbeing and business performance. My contribution will focus on how Utilita is shifting from reactive contact to proactive engagement—using behavioural data and smart prepay insights to anticipate vulnerability before it escalates.

I’ll share how we’ve moved away from one-size-fits-all approaches and instead built flexible, personalised recovery journeys that reflect our brand values and strengthen long-term customer relationships. I’ll also highlight the technologies and internal capabilities that have helped us connect the dots across functions, reduce contact volumes, and improve retention—all while maintaining trust in an uncertain market.

Ultimately, I hope to show that when done right, customer care and debt recovery are not just operational necessities—they’re reputational assets.

What are you most looking forward to hearing about at the conference?

I’m particularly looking forward to hearing how other suppliers and partners are embedding vulnerability into their strategic planning—especially in light of the new regulatory expectations and the shift towards more collaborative, cross-sector approaches. I’m also keen to learn about innovations in data sharing and customer engagement that are helping to rebuild trust and deliver better outcomes for those most in need

What are the biggest challenges facing your industry at the moment, in your opinion?

One of the most pressing challenges is the transient nature of vulnerability—it can affect anyone, at any time. This makes it incredibly difficult to identify and support customers without strong engagement. Unfortunately, negative media portrayal of energy suppliers has eroded trust, making it harder to reach those who need help the most. At the same time, rising debt levels, regulatory scrutiny, and the cost-of-living crisis are placing unprecedented pressure on both customers and suppliers

Why is Utility Week’s Consumer Vulnerability & Debt Conference 2025 important to the industry and to you?

This conference is a vital platform for cross-industry collaboration. No single organisation can tackle the complexity of consumer vulnerability alone. By coming together to share insights, challenge assumptions, and co-create solutions, we can ensure that our collective response is not only compliant but compassionate and commercially sustainable. For me personally, it’s an opportunity to champion the voice of the customer and ensure that our strategies are grounded in real-world impact 
 

Luke Sculthorp FCICM, Head of Strategic Relationships, CICM Chartered Institute of Credit Management 

What can we expect from your contribution at Utility Week’s Consumer Vulnerability & Debt Conference 2025?

I’ll be bringing a credit management perspective rooted in education, ethics, and practical insight. As a longstanding supporter of this event and advocate for better standards across the utilities sector, my contribution will focus on bridging the gap between vulnerability strategy and operational execution. I’ll be drawing on real-world engagement with credit and collections professionals to challenge the industry to think critically about data, decision-making, and the evolving role of human interaction in a digital landscape.

What are you most looking forward to hearing about at the conference?

I’m particularly interested in hearing how utility providers are adapting to the long-term consequences of affordability pressures — and how vulnerability teams are being supported internally to respond with more than just policy. There’s real innovation happening around segmentation, insight-led collections, and community partnership — I’m keen to hear examples where these are delivering measurable outcomes.

What are the biggest challenges facing your industry at the moment, in your opinion?

Sustaining a fair, commercially viable approach to debt recovery while delivering on consumer duty expectations is one of the biggest tests for the sector. The complexity of vulnerability has grown — it’s no longer episodic or easily defined — and this demands smarter tools, more joined-up strategies, and a cultural shift across credit functions to ensure dignity and support are not lost in the process.

Why is Utility Week’s Consumer Vulnerability & Debt Conference 2025 important to the industry and to you?

This event continues to be a critical forum for open, informed discussion across disciplines. It reflects the reality that vulnerability is not just a compliance issue — it's a human issue, deeply connected to how we recover debt, engage customers, and maintain trust. For me, it's also an opportunity to bring the voice of credit professionals into the conversation — to ensure that practical implementation is considered alongside policy, and that we continue to raise the bar across the board.
 

Dr Geraldine Paterson, Innovation Development Manager, SP Electricity North West

What can we expect from your contribution at Utility Week’s Consumer Vulnerability & Debt Conference 2025? 

An introduction to our Net Zero Terrace project which is investigating a solution to decarbonise terraced properties where space constraints restrict the use of heat pumps. I will take you through the research to date, what we have learned and the next steps towards making the solution a reality.

What are you most looking forward to hearing about at the conference?

I am looking forward to hearing about how, as a distribution network operator, we can support our customers particularly through the energy system transition and to increase my understanding of the considerations we need to take into account when interacting with customers.

What are the biggest challenges facing your industry at the moment, in your opinion?

From my perspective, the transition to Net Zero and how we can achieve this in the most cost effective way whilst ensuring all customers have equal opportunities.

Why is Utility Week’s Consumer Vulnerability & Debt Conference 2025 important to the industry and to you?

It is a leading cross-sector conference solely focused on strategies to help customers.

Natasha Crooks, Vulnerable Customer Manager, Nie Networks

What can we expect from your contribution at Utility Week’s Consumer Vulnerability & Debt Conference 2025? 

I am pleased to be participating in the panel discussion, ‘Shifting from Reactive to Preventative Customer Support’. This topic is particularly meaningful to me, as it closely aligns with the purpose of my team at NIE Networks: to advocate for vulnerable customers within our business operations and proactively consider the potential impacts of our work before it is undertaken. I welcome the opportunity to share insights into the approaches that have proven effective for us, and I look forward to learning from fellow panellists to help inform areas where we aim to enhance our practices.

What are you most looking forward to hearing about at the conference?

What I’m most looking forward to at this conference are the networking opportunities it offers. From previous experience, I’ve found that some of the best ideas come from chatting to like-minded peers over a cup of coffee! I’m also particularly interested in the sessions focused on the implementation of AI in the workplace, and how emerging technologies can streamline processes to benefit both colleagues and customers.

What are the biggest challenges facing your industry at the moment, in your opinion?

In Northern Ireland, we are transitioning from individual vulnerable customer registers maintained by each utility provider to a unified, shared register. This “tell us once” approach will significantly reduce the burden on customers by ensuring their needs are communicated and supported across all relevant services. While this initiative represents a substantial undertaking for all parties involved, it promises meaningful benefits for our customers.

Additionally, we’ve observed a growing number of customers reaching out to us regarding financial hardship. Although, as a Distribution Network Operator (DNO), we do not directly manage billing or payment services, we recognise the vital role we play in supporting these individuals. By offering guidance and signposting to external support services, we aim to ensure that every customer receives the assistance they need.

Why is Utility Week’s Consumer Vulnerability & Debt Conference 2025 important to the industry and to you?

Utility Week’s Consumer Vulnerability & Debt Conference 2025 is a vital event for the energy sector, especially for those of us working to support vulnerable customers. It offers a unique opportunity to engage with regulators, share best practices, and explore innovative strategies to tackle rising energy debt and improve winter preparedness. The insights and collaborations formed here help us deliver more inclusive, responsive, and resilient services — ensuring no one is left behind in the energy transition

Johnny Timpson OBE, Financial Inclusion Commissioner and Consumer Protection Panel Member, FIC and National Independent Consumer Organization

What can we expect from your contribution at Utility Week’s Consumer Vulnerability & Debt Conference 2025?

With OFGEM and the FCA both updating their vulnerable customer strategy and guidance, my focus will be a clear call to action. It’s not enough for customer care to sit in culture statements – it needs to be lived through policy and everyday practice. I’ll highlight how smarter use of data and more inclusive, personalised communication can help firms spot vulnerability earlier, support customers in debt more effectively, and step in before challenges become crises. The aim is to inspire practical, innovative approaches that make a real difference.

What are you most looking forward to hearing about at the conference?

I’m really looking forward to hearing organisations, speakers, and delegates share their experiences and best practice. For me, the most valuable part will be the chance to learn how others are tackling key challenges – especially when it comes to making better use of data, including sharing data, to find ways to close the gaps that still exist in support for vulnerable customers.

What are the biggest challenges facing your industry at the moment, in your opinion?

The biggest challenge right now is that many people are really struggling with affordability and debt. On top of that, firms still aren’t making the most of data to spot problems early or sharing it to reduce harms. If they could, it would mean faster support, a better experience, and far less harm for customers.

Why is Utility Week’s Consumer Vulnerability & Debt Conference 2025 important to the industry and to you?

This conference is important because it brings the industry together to focus on how we can improve the way we support customers – especially those in vulnerable situations. It’s a chance to share ideas and strengthen approaches that make it easier for people to access the information, guidance, and services they’re entitled to. For me personally, it’s about making sure that support isn’t just available in theory, but truly accessible and effective for the people who need it most.