Case Studies Archive | Page 3 of 6

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Same household, different bill: How sectors are tackling financial hardship together A customer is never just a customer of your organisation. They are also a member of a bank, a resident to a local authority, and a customer for water and energy providers. While we often view vulnerability through our own specific lens, a customer in arrears with one provider is likely to be struggling with more than one debt. We are all looking at the same person, yet we often operate in isolation.

There is a common perception that the responsibility to identify and support vulnerable households sits solely with central and local government. Policy in Practice partners have demonstrated the powerful impact organisations can achieve by proactively supporting households in financial distress. This approach creates positive outcomes for individuals and benefits the wider network of organisations including banks, water, energy and debt enforcement.

In this webinar, we place the customer at the centre of the conversation.

We will showcase the different journeys that various sectors are taking to identify and support the same individuals. By viewing the customer through a different lens, we can move beyond fragmented support systems and ensure fewer people fall through the cracks.

Join us for insights from Nicky Chitty (Southern Water) on their journeys to support vulnerable households.

What we will explore:

• The shared customer: Recognising that our customers are the same people being serviced by multiple organisations across the UK
• Beyond silos: How different sectors are taking unique approaches to income maximisation and financial support, and help individuals before they reach a point of crisis
• Panel discussion: A collaborative session focused on the impact of embedding support directly into the customer service journey

Who should attend?

This session is designed for vulnerability leads, collections managers and strategic heads within financial services, utilities, energy and debt collection agencies who want to collaborate on tackling financial hardship.

3/6/2026

10:30am BST

1 hour

West Northamptonshire boosts pensioner income by an average of over £360 a month

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Haringey’s 2025 data driven success: Over £4 million secured for residents, £7 million more identified

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Reaching the residents who need it most: Richmond and Wandsworth deliver over £30 million in extra support

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A year of impact: Waltham Forest saves £2.3 million and secures £538,000 for local schools

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Small team creating big impact: Places for People generates over £3 million for customers

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Redbridge brings housing stability and financial strength to families

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How Adur and Worthing used LIFT to build stronger community partnerships

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Nationwide unlocks over £1.2 million in unclaimed benefits for 2,200 people in four weeks

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Partners in South Wales use MAST to transform safeguarding by connecting data

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Same customer, different bill: How sectors are tackling financial hardship together

West Northamptonshire boosts pensioner income by an average of over £360 a month

Haringey’s 2025 data driven success: Over £4 million secured for residents, £7 million more identified

Reaching the residents who need it most: Richmond and Wandsworth deliver over £30 million in extra support

A year of impact: Waltham Forest saves £2.3 million and secures £538,000 for local schools

Small team creating big impact: Places for People generates over £3 million for customers

Redbridge brings housing stability and financial strength to families

How Adur and Worthing used LIFT to build stronger community partnerships

Nationwide unlocks over £1.2 million in unclaimed benefits for 2,200 people in four weeks

Partners in South Wales use MAST to transform safeguarding by connecting data