Almost 600 delegates joined a Vulnerability Summit on Tuesday (10 September) in person and online, that drew together leaders from the utilities sector, consumer groups, charities, trade representatives, financial services and government.
The event, jointly organised by Ofwat and Ofgem, was dedicated to transforming industry culture and tackling customer vulnerability in the utilities sector to best protect those in need.
Lynn Parker, Senior Director, Casework, Enforcement and Customers at Ofwat, said:
We were delighted to join forces with Ofgem for this event. There’s much to be gained from collaborating, sharing insights and good practice on an issue as critical as customer vulnerability.
What we heard, in particular the front-line perspectives from a cross-sector advisor panel, was powerful. The struggles of many customers are stark and sobering. As one contributor said, following the Covid pandemic and the gas crisis triggered by the invasion of Ukraine, there is a real “fear factor” amongst customers.
The summit will help us all to refocus on this challenge. One size doesn’t fit all, and to make a real difference, customers must always be at the heart of decision-making. In their time of need, vulnerable customers need utility providers to step up and provide the help they, as individuals, need when they need it.
With bills set to rise in the coming months, extra help is going to be an area where companies must really step up, not just to improve but to excel. There’s been great progress on cross-sector data sharing, as well as the introduction of our own customer-focused licence condition, which helps define our requirements for companies when treating customers who need extra help. Water companies have a locker full of improved tools and guidance to help those in need. Now, we want to see tangible actions, to provide that extra help with compassion and respect.
The enthusiasm shown by attendees to work on solutions is encouraging, We stand ready to work with others to deliver this change for both financial and non-financial vulnerabilities, so no one is left behind in the months and years to come.
Jemma Baker, Deputy Director – Retail Markets at Ofgem, added:
While we know that vulnerable customers have been hit the hardest by the cost-of-living crisis, what this event made clear was that many of those customers often don’t consider themselves vulnerable. That presents a real challenge as to how we as regulators, and the sector at large, communicate with people about the support available, and ensure real, lived experiences are at the core of everything we do.
We all need to realise that supporting consumers is not just about regulation, is not just a tick box exercise – but requires well thought out, holistic measures that take into account the intersectional nature of the challenges faced by so many people.
The Vulnerability Summit offered an important opportunity for cross-sector discussion and focused minds on outcomes and accountable plans to that effect. Furthering data sharing is one step forward, and Ofgem is clear – all suppliers should sign up to data sharing now. We want to take it a step further, towards a universal PSR, and our shared vision, alongside Ofwat, is of a ‘tell us once’ service that customers can rely on.
For those going through stressful or even traumatic experiences, having to contact multiple different organisations to explain their circumstances is an added obstacle that individuals don’t need. This is just one example of where we can drive up standards.
On Tuesday we also published a consultation on our Consumer Vulnerability Strategy, which explores what action can be taken in the short term to improve consumer experiences amid a backdrop of rising bills. The inputs received will directly inform the strategy – ensuring as many voices as possible are heard.
As a regulator, our first commitment is to protect consumers. Uniting our sectors behind that goal at this year’s summit was an important signal to send.