Supporting customers as bills rise
20 May 2025
Customer, Culture and Workforce Stage
Exploring how utilities can support vulnerable customers to prevent debt, improve customer retention and reputation and fulfil their social and regulatory responsibilities. Taking a proactive approach to communicating reasons behind bill increases and supporting customers to win public trust.
Chair welcome and introduction
Adam John, Deputy News Editor - Utility Week
Panel
Louise Walsh, Chief Customer Contact Officer - Utilita
Nicola Chitty, Affordability & Vulnerability Lead - Southern Water
Nicola Wilson, Head of Customer Propositions - OVO
Chairperson
