Plus key takeaways and actions from Ofgem’s Consumer Vulnerability Strategy: Progress Report Ofgem’s new report is well-timed (or at least, isn’t too late) to make a tangible impact for customers this winter. Winter vulnerability in the energy sector and increased pressure on household energy bills is, of course, predictable. However, the individual customers who will […]
Have you read the ‘Can’t pay, won’t pay’ article from Utility Week recently? It shares the key problems Head of Collections and Collections Managers at energy and water companies are currently facing. And it’s such a perfect example of where digital wellbeing checks can give the extra level of data collections teams need to reach […]
Read More… from The ‘can’t pay, won’t pay’ conundrum – it doesn’t have to be like this
The scale of domestic consumer energy debt has soared to £4.5 billion. That’s up 20% on 2024, and a staggering 71% since 2023. Three quarters of it is more than 91 days overdue and has no repayment plan in place. Speaking at Utility Week Live in May, Ofgem’s Interim CEO Tim Jarvis didn’t mince his […]
Five key similarities and five key differences Awareness around the needs of vulnerable customers is at an all-time high. There’s both keen industry and public focus on how water companies support customers experiencing financial hardship, medical dependencies, mental health issues and other vulnerable circumstances. Ofwat Service for all guidance requires a published vulnerability strategy from […]
Read More… from How water companies are tackling customer vulnerability and customer debt
Customer support teams across the UK’s utility companies, councils, and financial services are doing more than ever to support vulnerable customers. But every day, agents still speak with people who are falling through the cracks – families who just miss out on eligibility for support, or who are still struggling despite being on discounted tariffs. […]
Australian energy companies are under increasing pressure to support customers facing financial or personal hardship. Customer teams are responsible not only for operational excellence but also for creating compassionate customer experiences that align with regulatory expectations. With the launch of the Vulnerability Toolkit by the Australian Energy Regulator (AER) as part of action 2 in […]
As household budgets are stretched thin and mental health care continues to experience high demand and long waits, service providers face a growing challenge – how to identify and support characteristics of vulnerability compassionately and effectively before problems escalate, and how to fairly treat customers with arrears, without causing further harm. For the (often separate) […]
The FCA’s Consumer Duty brought in a significant shift in expectations for financial services firms, including those in debt collection. The new regulation sets out key guidance for the fair treatment of customers and demands evidence of proactive, measurable support, especially for those in vulnerable circumstances. Consumer Duty for Debt Collectors presents both a challenge […]
Read More… from Simplifying Consumer Duty for Debt Collectors: 3 Solutions to Key Challenges
The utilities sector in Aotearoa is at a turning point. With the introduction of the new Consumer Care Obligations by the Electricity Authority and increasing scrutiny around how vulnerable customers are treated, the expectations for service providers have never been higher. For leaders in the sector – whether you’re a Community Engagement Manager, Credit and […]
Money and Mental Health Policy Institute recently published new research and best practice guides on how telecoms can support customers with mental health problems and reduce further harm from certain debt collection practices. The research aligns with TellJO’s own findings and mission to support customers in arrears by helping companies to identify and understand their […]
Read More… from How telecoms can support customers with mental health problems and arrears