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 […]
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 […]
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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 […]
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 […]
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Three things any company who supports vulnerable customers can learn from this year’s Vulnerability Commitment Good Practice Guide. What is the Vulnerability Commitment Good Practice Guide 2024? Created by Energy UK, the guide features valuable information on how 13 energy suppliers are supporting their energy customers across three key themes: How do energy companies define […]
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Ofgem’s latest figures show energy debt levels have reached a new high of £3.3 billion, up from £3.1 billion in December 2023. With financial pressure continuing to mount on households, protecting vulnerable customers has never been more important within the energy sector. As Ofgem’s focus on this intensifies, it’s essential to explore how to navigate […]
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Consumer energy debt is at an all-time high, reaching £3.1 billion in 2024, the highest rate since records began1. Alongside this, vulnerability in consumers is growing, with 60% of UK adults struggling with bills2 and 45% of the population now classed as vulnerable according to the FCA definition of vulnerability3. Increasing debt and vulnerability means […]
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