This session looks beyond vulnerability strategies: with implementation that increases access to the right support for those that need it most. Following Ofwat's assessment of water companies' draft vulnerability strategies, many companies have put forward innovative plans in a number of areas, including stretching targets for growing priority services registers. But how can utility firms deliver such targets in a way that creates meaningful outcomes for the customers they are aiming to support? This session seeks to answer that question and explores:

• The steps United Utilities is taking to improve accessibility for customers in vulnerable circumstances 
• How changes United Utilities is making balances the needs of the business and maximise help-seeking behaviour in customers
• The impact that changes to product, service, and communications design can have on reducing arrears, increasing take up of social tariffs, and more effective outcomes for customers on the Priority Services Register.