Andrew White, Senior Leader - Social Policy, CCW

What can we expect from your contribution at Utility Week’s Consumer Vulnerability & Debt Conference 2026?

I will share the latest findings from CCW on water affordability and levels of water poverty and what we feel needs to be done to support customers further given the context of rising water bills and other cost of living challenges.

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

I'm keen to hear about new opportunities for utilities to work together to help improve support to vulnerable customers.

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

Customer trust is a major issue - and it can have a negative impact on the likelihood of customers reaching out for support. They just don't expect water companies to be able or willing to provide help.

Why is Utility Week’s Consumer Vulnerability & Debt Conference 2026 important to the industry and to you?

It brings passionate and knowledgeable people together to share ideas and identify ways to solve problems, and make things better for customers, collectively.
 

Morven Lean, Head of Mental Health Accessible, Money & Mental Health

What can we expect from your contribution at Utility Week's Consumer Vulnerability & Debt Conference 2026?

We want to support other delegates to recognise what parts of customer communications are challenging for people with mental health problems and how they can change them for better customer outcomes

Why is Utility Week's Consumer Vulnerability & Debt Conference 2026 important to the industry and to you? 

Utility Week's Consumer Vulnerability & Debt Conference is a real opportunity to learn from and inform utility providers about the key challenges and solutions to protect and support people in vulnerable situations

Vanessa Northam, Partnerships Director, StepChange

What can we expect from your contribution at Utility Week’s Consumer Vulnerability & Debt Conference 2026

Bringing in a range of insights and data from people who are significantly struggling to afford multiple bills, and financial commitments, based on consumers accessing StepChange’s services

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

What developments are happening to better support consumers

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

Demand is exceeding supply for debt advice and also solutions for people who do not have enough to afford life’s essentials

Why is Utility Week’s Consumer Vulnerability & Debt Conference 2026 important to the industry and to you

Over 50% of people coming to StepChange have energy areas – we want to be part of the conversation as to how debt advice can support suppliers in engaging with their customers.