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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

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

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

Claire Billis

Vulnerability strategy manager - customer insight and strategy - South East Water

Claire Billis joined South East Water in November 2019 in the newly created role of Vulnerability Strategy Manager and is responsible for delivering a dedicated strategy to make water services affordable, accessible and supportive for its customers. Claire has been 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

Kerry Potter

Priority services and customer vulnerability manager - UK Power Networks

Kerry leads the consumer vulnerability strategy, development and delivery of tailored support services that ensure UK Power Networks helps customers in vulnerable circumstances through any energy issues they may have. Kerry has worked in the utility industry for over 18 read more

Maureen McIntosh

Head of customer experience - SGN

Russell Lane

Head of customer experience - Utilita

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

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

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

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

Suzanne Heneghan

Editor - Utility Week

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