Following an energy-sector first partnership with E.ON Next, new figures reveal that for every £1 spent supporting their vulnerable customers with a TellJO wellbeing check E.ON Next made £20 through increased payment arrangements.

The digital wellbeing checks offer customers personalised signposts to support for physical health, mental health or financial health issues. They benefit utilities by proving consent-given data on customers’ struggles to allow companies to tailor effective support and help customers with energy debts.

Partnership results

After sending 500,000 wellbeing checks to customers, results for E.ON Next included:

• 150,000 lines of data added to E.ON Next PSR
• Doubled traffic to the E.ON Next struggling to pay webpage
• 5,000 customers with a terminal illness received extra support
• 23% of customers clicked on signposting help
• £825,000 of debt was secured into a direct debit agreement
• £48,000 immediate payments received
• £168,000 yearly increase in monthly arrangements
• Wellbeing checks deliver 1900% return on investment

Jo Lazzari, Head of Affordability & Vulnerability at E.ON Next said: “Working with TellJO we’ve been able to gain vital insights on our PSR customers, allowing us to update 150,000 lines of data and enhance our journeys for customers experiencing significant challenges.”

“Engaging with customers in payment difficulty, we’ve also been able to offer tailored support, helping customers get out of debt, whilst also providing a considerable financial return for stakeholders of 1900%. We’re thrilled with the results.”

TellJO’s mission

At a time when the cost-of-living is still having a negative impact for many consumers, and fair treatment of vulnerable customers is becoming increasingly regulated. TellJO’s mission is to prove that social responsibility done well benefits both customers and a company’s bottom line.

In late 2023 and early 2024, TellJO’s first direct partnership with a water company revealed a similar result with a £20 return on investment for every £1 spent by Yorkshire Water, and thousands of customers moved to payment plans, social tariffs and were sent signposts to support.

Dominic Maxwell, Founder of TellJO said: “Partnering with both E.ON Next and Yorkshire Water, we’ve been able to demonstrate that supporting utilities customers who are struggling with health or payment can deliver the company a £20 return on investment for every £1 spent, as well as generating positive outcomes for their customers.”

“We created the digital wellbeing check to bridge the gap between customer support and debt collection. Ensuring vulnerable customers receive the support they need to build resilience. Being able to prove the positive impact of a wellbeing check, our aim is to support every PSR and utilities debt customer in the UK and improve their long-term wellbeing.”

Download the full case study on our work with E.ON Next here.