I recently had the opportunity to attend the Utility Week Consumer Vulnerability & Debt Conference 2024 in Birmingham, along with Chris Ralph, our Head of Utilities. The conference, which featured a variety of sessions from experts across utilities, financial services, charities, and regulatory bodies, highlighted some remarkable initiatives aimed at supporting vulnerable customers. However, it was clear that while these efforts are commendable, there is still much more that can be done.

Although the primary focus of the conference was supporting customers with their energy bills, the most striking takeaway for us was the need to ensure that the transition to net zero is accessible to everyone. This issue resonates closely with the work we do at Impact, where we are committed to helping businesses navigate the transition while ensuring that vulnerable customers are not left behind.

1. Hearing from Vulnerable Customers: The Lived Experience

One of the most impactful sessions was led by Three Hands Insights, which brought to light the “lived experience” of customers in vulnerable situations. Hearing directly from those impacted reminded us of the many ways that vulnerability manifests itself, often in overlapping and complex ways. Whether it be financial difficulties, health concerns, or digital exclusion, vulnerability is widespread but often misunderstood. This session highlighted the importance of truly understanding the diverse needs of these individuals to provide appropriate, effective support.

2. Understanding the Financial Impact of Net Zero

During the conference, Sopra Steria presented their findings on the financial impact of net zero for customers, particularly those in vulnerable positions. Their research revealed that net zero is currently not a priority for many customers due to affordability concerns. In fact, it is often seen as unattainable for most people. Customers expressed a desire for more support from their utility providers to help them manage this transition.

Sopra Steria’s proposed solution is a cross-sector approach, where utilities, financial services, and FinTech organisations come together to ensure that no one is left behind. By leveraging collective resources, these partnerships can provide customers with the support they need to reduce costs, make greener choices, and invest in sustainable technologies.

3. Supporting Vulnerable Customers in a Changing Landscape

The work presented by Scottish & Southern Electricity Networks (SSEN) on developing a needs-based vulnerable customer strategy closely aligns with our own experiences. Their strategy acknowledges the diverse needs of vulnerable customers and draws parallels with the “lived experience” theme, recognising that vulnerability is not a one-size-fits-all issue. This nuanced understanding of customer needs is essential to developing meaningful support strategies.

UK Power Networks (UKPN) also demonstrated the significant opportunity that the transition to net zero presents, not only for saving energy but also for saving money. Their initiatives, such as the Green Home Support Service, offer personalised plans to help vulnerable customers make energy-efficient upgrades, like installing heat pumps or solar panels, while also providing critical financial and advisory support​. These programs show that with the right guidance and resources, net zero can indeed be an opportunity to reduce costs for vulnerable households, not just a burden.

4. A More Subtle Understanding of Vulnerability

At the heart of all these discussions is a recognition that vulnerability is diverse and nuanced. Customers may face multiple challenges at once—financial, health-related, or digital—that require tailored support. It’s not enough to simply offer one-size-fits-all solutions. Companies must have a more subtle understanding of vulnerability, ensuring that the services they offer are designed to meet the specific needs of each customer segment.

Collaboration is key. As we’ve seen from the examples shared by Sopra Steria, UKPN, and SSEN, working together across sectors can provide more holistic and effective support for vulnerable customers. These partnerships bring together expertise, resources, and the necessary flexibility to adapt to the changing needs of customers during the transition to net zero.

At Impact, we are proud to be part of this journey. We have worked with partners like Electricity North West Limited (ENWL) to develop needs-based strategies that ensure vulnerable customers are not left behind as the energy sector evolves. By continuing to foster collaboration and innovation, we can make sure that the transition to net zero benefits everyone, particularly those who are most in need of support.

For more insights into how we can help your organisation support vulnerable customers and navigate the transition to net zero, please contact me at Darryl.swift@impactmr.com