15 September 2021

10:00 am

Event opens

Connect with fellow attendees in our roulette-style speed networking session
10:30 am

Welcome and introduction from conference chair

Speaker

10:35 am

SPEED NETWORKING

Connect with fellow attendees in our roulette-style speed networking session

10:50 am

INNOVATION, TECHNOLOGY & EFFECTIVE USE OF DATA

10:50 am

Encouraging innovation within the provision of an inclusive service

  • How Cadent Gas have designed the Easy Assist Emergency Control Valve to help customers with restricted mobility
  • Ensuring that service options are available for all types of vulnerability

Speaker

  • Jo Giles

    Jo Giles
    Safeguarding manager - Cadent Gas

11:05 am

Consumer vulnerability and effective use of data

Speaker

11:15 am

Innovation in consumer vulnerability strategies

  • The role of good data in supporting customers
  • Future expectations and trends

Speaker

  • Giulia Privitera

    Giulia Privitera
    Social sustainability strategy & programme manager - UK Power Networks

11:30 am

What are the next steps in achieving an industry-wide shared register?

• Where are we currently in terms of achieving this?
• What are the obstacles and how can they be overcome?
• Recapping the benefits of a shared register and why it is so
important

Speaker

  • Duncan McCombie

    Duncan McCombie
    Customer engagement group chair - Western Power Distribution

11:45 am

Questions and answers

11:55 am

SUPPLIER SHOWCASE

This dedicated session will be filled with innovation designed to help tackle consumer vulnerability and debt from our industry experts who will present their ideas in just 5 minutes.

12:05 pm

Introduction to breakout sessions

Speaker

12:10 pm

SPEED NETWORKING

Connect with fellow attendees in our roulette-style speed networking session

12:30 pm

Take a break

1:00 pm - 2:00 pm

BREAKOUT SESSIONS

Choose to attend either session A or session B

A: DRIVING INNOVATION TO SUPPORT VULNERABLE CUSTOMERS

  • How can innovation become a bigger part of the service provided to customers in vulnerable circumstances?
  • Assessing the consumer benefits

Led by: Matthew Cole, Vulnerable customer champion & lead, Fuel Bank Foundation
Chris Fitch, Vulnerability lead, Money Advice Trust 
Rachel Ryan-Crisp, Vulnerability lead, Southern Water 
Jess Cook, Project development manager (water poverty), NEA

B: TECHNOLOGY IN THE DEBT LANDSCAPE

  • Opportunities for the digitalisation of collections
  • Improving interactions across digital channels to maximise collections
  • How technology is being used in other sectors to give more control to customers in the collections process

Helen Patterson, Customer service manager – credit management, Northumbrian Water

PARTNERSHIP OPPORTUNITIES & FUTURE TRENDS

2:00 pm

Partnership in action: early lessons for all from the Energy UK Vulnerability Commitment

  • How do you build a partnership in a competitive market?
  • What can we learn so far and what are the next steps for the Vulnerability Commitment?

Speaker

  • Steve Crabb

    Steve Crabb
    Consumer advocate and independent chair - Energy UK

2:15 pm

How partnership working can help tackle fuel poverty

  • What benefits can partnership working bring?
  • Making sure that vulnerable people aren’t left behind

Speaker

2:30 pm

Tackling vulnerability and financial hardship: best practice for utilities

  • What are the policy priorities?
  • Understanding digital exclusion

Speaker

2:45 pm

Questions and answers

2:55 pm

Closing remarks from conference chair

Speaker

3:00 pm

SPEED NETWORKING

Connect with fellow attendees in our roulette-style speed networking session

3:15 pm

Close of the 2021 Utility Week Consumer Debt & Vulnerability Conference