View the full agenda and speaker lineup

Peter Cotton

Customer segments manager - Thames Water

Andrew Tucker

Water efficiency manager - Thames Water

Andy Clowes

Head of customer insight & strategy - South East Water

Maureen McIntosh

Head of customer experience - SGN

Russell Lane

Head of customer experience - Utilita

Duncan McCombie

Customer engagement group chair - Western Power Distribution

Appointed as Chief Executive of YES Energy Solutions CIC in late 2016, he was attracted to the role by the company’s strong social purpose - addressing fuel poverty and reducing the impacts of climate change. With extensive commercial utility and read more

Meghna Tewari

Head of consumer policy - Ofgem

Meghna Tewari is the Head of Ofgem’s retail markets policy team. This covers domestic, vulnerable and business consumers policy. In addition to her retail market experience, she has been closely involved with a number of Ofgem enforcement cases in the read more

Rachel Ryan-Crisp

Affordability and vulnerability lead - Southern Water

Rachel Ryan-Crisp spent 16 years in the civil service, mostly working on energy issues, and culminating as the senior civil servant leading the energy markets and consumers team within the old Department of Energy and Climate Change for a period read more

Matt Cole

Chair - Fuel Bank Foundation

Matthew heads up npower's domestic policy and social energy unit, and is responsible for both the corporate response to evolving public policy, and also the definition and commissioning of services to support their most vulnerable customers. Over the last two read more

Troy Fisher

Customer experience manager - SSEN

Andrew White

Senior policy manager - Consumer Council for Water

Andrew White is a Senior Policy Manager at the Consumer Council for Water (CCWater), which represents the interests of water customers in England and Wales. He heads up CCWater’s social policy team and leads its work on water affordability. He read more

Janine Shackleton

Policy manager - Consumer Council for Water

Janine Shackleton is a Policy Manager at CCW, which is the voice for water consumers in England and Wales. She leads its work on vulnerability, safeguarding and debt. She has 11 years’ experience in regulation and consumer representation in the read more

Matthew Vickers

Chief executive - Ombudsman Services

Matthew Vickers joined Ombudsman Services, which provides independent resolution of consumer complaints in sectors including energy and communications, in 2015 and became chief executive and chief ombudsman in late 2018. In his leadership role he is responsible for the not-for-profit read more

Colin Brooks

Head of operational policy - Energy UK

I moved into the energy sector two years ago and am Head of Operational Policy at Energy UK. My role covers a broad range of policy areas including complaints and customer service, vulnerability and debt, switching, billing, and fraud and read more

Vanessa Northam

Head of partnerships - StepChange Debt Charity

Alice Rose

Head of programmes - Money and Mental Health Policy Institute

Laura Dosanjh

Senior advisor - Charities Aid Foundation

Laura is a Senior Advisor in the Philanthropy Division at Charities Aid Foundation. She helps clients to develop and deliver their corporate responsibility and sustainability strategies, with a strong focus on social impact. Laura recently led cross-industry CAF’s roundtable on read more

Natasha Parker

Head of corporate partnership - Macmillan Cancer Support

Senior representative

South East Water

Jane Gray

Content director - Utility Week