Case Studies Archive | Policy in Practice

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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.

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
• Case studies in connectivity: Insights from Southern Water and a financial organisation on their journeys to support vulnerable households

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

Denbighshire County Council unlocks over £2 million for residents in 8 months using data

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How Surrey uses shared data and co-ordinated delivery to support residents across the county

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How Reigate & Banstead secured almost £3.4m for residents by automating admin

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Proactive income maximisation: eliminating cash shortfalls through data led HSF delivery in Islington

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How South Cambridgeshire District Council used data to secure over £4 million in unclaimed support for residents

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How South Cambridgeshire District Council and Cambridgeshire County Council increased Free School Meals take up through a pioneering data sharing partnership

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Nationwide helps discover £75 million in annual unclaimed benefits through new calculator, supporting over 11,000 households

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How Waltham Forest delivered £2.3m savings through Council Tax Reduction Scheme modelling

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Driving cash first support: efficient multi-year HSF allocation using data segmentation in Tower Hamlets

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

Denbighshire County Council unlocks over £2 million for residents in 8 months using data

How Surrey uses shared data and co-ordinated delivery to support residents across the county

How Reigate & Banstead secured almost £3.4m for residents by automating admin

Proactive income maximisation: eliminating cash shortfalls through data led HSF delivery in Islington

How South Cambridgeshire District Council used data to secure over £4 million in unclaimed support for residents

How South Cambridgeshire District Council and Cambridgeshire County Council increased Free School Meals take up through a pioneering data sharing partnership

Nationwide helps discover £75 million in annual unclaimed benefits through new calculator, supporting over 11,000 households

How Waltham Forest delivered £2.3m savings through Council Tax Reduction Scheme modelling

Driving cash first support: efficient multi-year HSF allocation using data segmentation in Tower Hamlets

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Linking household benefits, financial precarity and child welfare