Why “Vulnerable Customer” Isn’t the Whole Story

About this episode

Helen and Kate discuss the evolution of understanding vulnerability in the utilities sector and the importance of recognizing that anyone may need extra support at different points in their lives.

In this episode Helen is joined by Kate Robbins, Head of Customer Policy at Wessex Water, to explore how the understanding of vulnerability has evolved across the utilities sector. Kate shares how the focus has shifted from labelling “vulnerable customers” to recognising that anyone may need extra support at different points in their lives — and why language, data, and collaboration all play a critical role in delivering better outcomes. The conversation also dives into practical challenges and innovations, from data sharing and Priority Services Registers to supporting customers experiencing financial difficulty in a changing economic landscape. Kate highlights the importance of partnership working, listening to lived experiences, and designing services that reduce effort for customers — all underpinned by a simple but powerful principle: every customer matters. Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/ Follow me for more episodes, resources and vulnerability insights - Email: helen@helenpettifer.com LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website…

People in this episode

Host: Helen

Guest: Kate Robbins

Topics covered

• vulnerability
• customer support
• utilities sector
• data sharing
• financial difficulty

Keywords

• customer policy
• Priority Services Registers
• partnership working
• lived experiences

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