Research we commissioned shows that there has been a big increase in support for water customers who are potentially in circumstances that make them vulnerable, yet the sector still has a long way to go to meet customers’ needs.

To accompany the report, we created a practitioners’ pack which consolidates the research, advice and resources gained throughout the course of the research conducted for our vulnerability focus report. The aim of this pack is to help companies to define their starting point when it comes to working with customers in circumstances that make them vulnerable; identify the key areas to focus on; provide examples of what good looks like when it comes to dealing with specific customer needs; and provide examples of practices that water companies have found useful in assisting their customers who have found themselves in circumstances that make them vulnerable.