Case Studies Archive | Page 4 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

Gravesham Borough Council uses LIFT to unlock £572,000 in water bill savings for vulnerable households through Southern Water partnership

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Lambeth Council tackles child poverty by auto enrolling 1,500 students in Free School Meals

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Elite Supported Employment increased participant’s income by over £3,000

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Innovating financial support: how Sovereign Network Group is tackling the cost of living crisis

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Anglian Water improves customer service and first time resolution

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How integration helped British Gas Energy Trust reach those most in need

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How Thames Water is using data to automatically enrol customers in need

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How South West Water used data to tackle water poverty and cut debt

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South Norfolk and Broadland Council streamline support for applications with Better Off Apply Once

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

Gravesham Borough Council uses LIFT to unlock £572,000 in water bill savings for vulnerable households through Southern Water partnership

Lambeth Council tackles child poverty by auto enrolling 1,500 students in Free School Meals

Elite Supported Employment increased participant’s income by over £3,000

Innovating financial support: how Sovereign Network Group is tackling the cost of living crisis

Anglian Water improves customer service and first time resolution

How integration helped British Gas Energy Trust reach those most in need

How Thames Water is using data to automatically enrol customers in need

How South West Water used data to tackle water poverty and cut debt

South Norfolk and Broadland Council streamline support for applications with Better Off Apply Once