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Consumer Vulnerability: A Water UK Innovation Hub


Water UK held an Innovation Hub on Thursday 12 November in London. It brought together water companies, regulators and other stakeholders to share insights, best practice and new ways to collaborate on tackling consumer vulnerability.

See here for the day's delegate pack

Water company CEOs from Wessex Water and United Utilities led the day and gave their organisations' perspectives on how they engage with vulnerable customers. Their approaches stimulated debate and provoked thinking on how the industry will put "theory into practice" and can use data to better inform their vulnerable customer strategy.

Delegates were also challenged by Cathryn Ross to look beyond vulnerability just being about affordability but to get to know customers further by learning more about their individual circumstances.

The Money Advice Trust and StepChange then gave examples of best practice and advice on how to use partnerships to better their understanding of vulnerable consumers. This was supported by useful insights from British Gas and Barclays.

Following all the presentations delegates engaged in dynamic debate as they discussed what the sector can do by itself to address consumer vulnerability. Ideas and thoughts from this will be fed back into Ofwat's strategic focus report that will be published in February 2016.

Event report coming soon

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