• Hearing from first-hand experience about what it is like living in financially vulnerable circumstances 

• What support do financially vulnerable customers expect from companies? 

• How do we encourage those at risk of debt to come forward for support? 

• How do we distinguish who cannot afford to pay, and who is simply choosing not to pay?
• What can be done to collect this debt and protect those who are truly vulnerable?

• Energy debt is now in the billions. How can we stop this rising further?
• Defining vulnerability in a debt landscape, and who is most at risk
• How do you support vulnerable customers and tackle affordability before it becomes debt?

• How has the PSR helped refine SSEN Distribution’s customer vulnerability strategy and operations? 
• Where have the limitations of the PSR been found? 
• What would a dream PSR look like to a DNO? 

• An insight into Northern Ireland's Customer Care Register project
• What are the key learnings Utility Regulator has taken from the process so far?

• What can we learn from what is driving the change in the current landscape? 
• Are the current PSR Needs Codes meeting everyone’s needs, or are new trends emerging? 
• How can the industry work together to shape future support for people in vulnerable situations? 

In this interactive session, delegates will split into groups to build their dream PSR from scratch. Each group will take into consideration the current PSR and Utility Regulator's work building their new customer care register when building their plan, before presenting back to the room.

Delegates will evaluate:

• What should be the eligibility criteria for your dream PSR?
• How often does the PSR need to be reviewed for changes in circumstances?
• Who should take the lead on building and maintaining the data?

• Tailoring engagement for won’t-pay customers and vulnerable customers 
• How can we be stricter on collection processes? 
• What collection strategies have seen the most success in engaging customers? 

• Is Ofgem's Debt Relief Scheme at risk of encouraging customers not to pay their debts?
• Can energy adapt and apply social tariffs used by water companies?
• What are the specific challenges customers are facing, and how can we help them?
• How can we design an inclusive energy system that prevents customers falling into debt, and allows access to cleaner energy?

• How can utilities share data to ensure debt collection activity is targeted appropriately?
• What smarter decisions can be made when supporting customers in debt?

Introducing our 'Dragons' Den' quickfire solutions session, providing you with an opportunity to hear from our best-in-class partners who will deliver a 90-second pitch, designed to help you identify latest innovations in debt collection.

• How can you prepare field teams to recognise when a customer needs to be communicated with differently?
• How do you identify an escalating situation in the field and resolve in a calm, peaceful manner?

• What are the most common gaps when it comes to providing support to customers with mental health challenges?
• What did Anglian Water learn on their journey to becoming the first Mental Health Accredited water company?
• How can bolstering vulnerability strategies with expert mental health knowledge increase their effectiveness and impact?

In this interactive session, led by Money and Mental Health, delegates will split into groups and review customer communications through the lens of vulnerable customers using lived experience feedback. They will identify key changes they would make and develop a better understanding of how even the smallest changes can make the biggest impacts to improve outcomes for customers in vulnerable circumstances.