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Protecting vulnerable consumers in the finance sector The finance sector plays a critical role in people’s lives; however, with increasing economic pressures, more consumers are becoming vulnerable and requiring additional support and protection.

Regulators like the FCA have tightened expectations around how businesses identify, support and engage with vulnerable customers. Failure to comply can result in reputational damage, regulatory penalties and customer hardship. But how can organisations balance compliance with commercial priorities while delivering fair outcomes for consumers?

Join industry experts as we explore best practices, regulatory expectations and practical strategies for businesses to proactively identify and protect vulnerable consumers. Gain actionable insights on:

- The latest regulatory landscape at the FCA
- Effective strategies for identifying and supporting vulnerable customers
- Case studies showcasing successful industry approaches
- How technology and data can enhance consumer protection

Join this webinar to learn how to strengthen your compliance strategy, improve customer engagement and safeguard both consumers and your organisation’s reputation.

Register now to stay ahead of regulatory expectations and build a more consumer focused business.

30/4/2025

10:30am BST

1.3 hours

Harnessing data for regional impact: empowering local leaders to drive change Devolution is one of the core missions of the new government, promising a strong focus on giving local areas more control over services. To tackle economic inactivity, and with many people across the UK needing support, it’s vital that local authorities deliver effective, targeted interventions. The success of tailored, region-specific approaches depends on how well local areas can harness data to drive change.

Local organisations, from Mayoral Combined Authorities to county councils, need to deliver these crucial services. Accessing and using the data insights required to implement efficient and effective programmes is a challenge and, without localised data, decision making can become less accurate. This leads to inefficient resource allocation and missed opportunities to reach those who need help the most.

Data analysis offers the key to overcoming these challenges. By harnessing the power of local data, authorities can get the accurate insights they need to target support where it will be most effective. With the right insights, local areas can design and deliver services that are more tailored, timely and impactful, ensuring the right residents get the right support at the right time.

Proven results from current data led initiatives already show the transformative potential of this approach.

Join this webinar to hear from guest speakers who have successfully implemented data driven campaigns. They will showcase real world examples of how they have come together to achieve measurable outcomes.

We’ll also explore how these data insights can be applied to address key issues like economic inactivity, youth unemployment and social isolation to deliver lasting change across regions.

21/5/2025

10:30am BST

1.3 hours

South Norfolk and Broadland Council optimises discretionary support allocation and debt recovery through data analysis

Challenge

At the close of 2022, English councils faced a staggering £1.6 billion in outstanding Council Tax payments. In response to this challenge, and to help residents meet their obligations, an additional £100 million was allocated to English councils through the 2023 Council Tax Support fund.

South Norfolk and Broadland Council used their grant to reduce council tax liability by £25 for over 12,000 households. Once done, they still had some money left over and wanted to continue helping families.

The council looked to its housing register and council tax teams to identify families in arrears but could only identify households already known to the council. They were missing residents at risk of financial crisis who had not already asked for support.

The rules for allocating discretionary support meant the council had to proactively identify households at risk.

Solution

South Norfolk and Broadland used Policy in Practice’s LIFT platform to identify households with high vulnerability and low affordability for their debts. The council knew that proactively engaging with vulnerable residents early helps prevent future financial crises and avoid costs to the council down the line. Armed with this information an officer phoned families about the one off support.

During the calls the officer used the Better Off Calculator, also by Policy in Practice, to identify other benefits and support the household could claim. This helped households to maximise income and minimise the risk of falling into debt once the one off support had gone.

Impact

The campaign is still ongoing. By April 2024, the council had contacted nine families with support to pay back their council tax debts, enabling the council to recover £11,400 in council tax arrears.

Before calling, I completed the Better Off Calculator to help me identify how we could help this customer. We already know that they receive Universal Credit and Carers Allowance. The calculator also identified that the customer could claim a reduction in their water bill, apply for cheaper broadband and mobile packages and help with their energy bill. I then decided that these are the things I want to concentrate on helping the customer receive.