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Agenda

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27 June 2019

8:40 am

Registration, refreshments & networking

9:10 am

Welcome & chair’s opening remarks

Speaker

9:15 am

WORKING TOGETHER TO IDENTIFY VULNERABLE CUSTOMERS EARLIER

9:15 am

The positive effects of data sharing within the utilities sector

  • Data sharing between Western Power and Dŵr Cymru
  • The positive impact it has had on identifying and protecting vulnerable customers
  • Why other utility companies should consider data sharing

Speakers

  • Alex Wilkes

    Alex Wilkes
    Stakeholder engagement manager - Western Power Distribution

  • Samantha James

    Samantha James
    Managing director household customer services - Dŵr Cymru/Welsh Water

9:35 am

Using data efficiently and what to be aware of when sharing data

  • The positive impacts of Data Sharing for Utility Companies
  • Factors to consider when sharing data
  • Dealing with GDPR restrictions

Speaker

9:55 am

Collaboration – an outside in perspective and opportunities within utilities

  • How Charities and organisations can work together to maximise their efforts
  • Examples of this working outside of the utility industry
  • What lessons can be learnt, and opportunities can be utilised

Speaker

  • Laura Dosanjh

    Laura Dosanjh
    Senior advisor, philanthropy division - Charities Aid Foundation

10:15 am

Questions & answers

Speakers to be joined by:

Speaker

  • Phil Marshall

    Phil Marshall
    Deputy chief executive - Consumer Council for Water

10:30 am

Refreshments, networking & exhibition

11:00 am

UNDERSTANDING THE NEEDS OF VULNERABLE CUSTOMERS, IMPROVING RELATIONSHIPS AND BUILDING TRUST

11:00 am

Consumer vulnerability strategy updated – what should we be aware of?

  • Priorities for next 6-7 years
  • What extent these priorities resonate with other sectoral regulators

Speaker

11:20 am

Inclusive Service Verification – how UK Power Networks improved inclusivity with a British Standard

  • How the British Standard supports inclusive service strategy
  • The benefits of independent verification – why impartiality matters
  • Key learnings from the process – how it improved inclusive service provision and the sharing of best practice at UK Power Networks

Speakers

  • Heather Novak

    Heather Novak
    Inclusive services scheme manager - BSI

  • Kerry Potter

    Kerry Potter
    Priority services and customer vulnerability manager - UK Power Networks

11:35 am

Questions & answers

11:45 am

Panel Debate – Are we doing enough as an industry?

  • Are we making improvements in dealing with and protecting vulnerable customers?
  • Are we reducing the number of customers who are in vulnerable circumstances?
  • Trends and developments, what more can we do?
  • The challenges people experiencing mental health problems face in accessing and managing utility services
  • The extra layer of vulnerability in England’s rural areas

Speakers

12:35 pm

Buffet lunch, networking & exhibition

1:35 pm

DEBATE SESSION

1:35 pm

Vulnerability Report – Latest Findings

1:35 pm

Panel debate: Vulnerability Commission Report

A short talk from members of the Commission on the key aspects of the report, followed by the other panel members briefly sharing their takeaways from the report before opening the rest of the time to debate.

Speakers

2:20 pm

How can utility companies make bills affordable for all

  • Effective methods of price control
  • The effects of the price cap on the energy industry – are the desired effects being achieved?
  • Social Tariffs, do they benefit vulnerable customers?
  • 17 Water companies and 17 different social tariffs – should there be regulated criteria?
  • Increasing number of customers on social tariffs – are we doing enough?

Speakers

3:05 pm

Refreshments, networking & exhibition

3:35 pm

BEING INNOVATIVE AND THINKING DIFFERENTLY TO HELP CONSUMERS IN VULNERABLE CIRCUMSTANCES

3:35 pm

Safe entry door bell – an example of innovation and how it can help

  • How the idea was generated
  • Making an idea a reality – telling the story
  • The importance of encouraging innovation in helping consumers in vulnerable circumstances

Speaker

3:55 pm

Empowering vulnerable customers through technology

Speaker

4:15 pm

Questions & answers

4:30 pm

Closing remarks and end of the Utility Week Customer Vulnerability conference

Ready to learn more about how to protect and prevent vulnerable customers?

EVERYTHING YOU NEED TO KNOW

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