Automating access to water social tariffs

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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

UK water bills are set to rise in April 2025, with the average household facing an annual increase of £133 per year. As a result, the number of households relying on social tariffs is expected to grow by 600,000 this year, rising from 1.6 to 2.2 million people, and could reach nearly 3 million by 2030.

Thames Water is increasing the support available to customers in difficulty, primarily through social tariffs. However, despite extensive outreach efforts, take up of social tariffs has suffered from low awareness, and customers sometimes struggle to complete an application.

Thames Water has a data sharing agreement with DWP to ask who is in receipt of means tested benefits, such as Universal Credit or Pension Credit. The data only provides a Yes/No indicator of receipt, which lacks the detail needed to effectively target social tariffs to those most in need.

Auto enrolment approach

This paper presents the methodology and results of a pilot project with Thames Water in partnership with Richmond and Wandsworth Councils to identify candidates for auto enrolment in social tariffs.

Thames Water holds data on customers struggling to pay their water bills. Local authorities hold benefits administration data, which can be used to better identify and target support to households who are struggling financially. In this context, a data sharing agreement has been established between two local authorities (Richmond and Wandsworth Councils) and Thames Water, under the Digital Economy Act.

Thames Water shared data on residents facing difficulties in paying their water bills, specifically those already in arrears or at risk of falling into arrears
Local authority data was processed by Policy in Practice, a third-party provider of social policy analytics, to proactively identify eligible residents and match them across the two datasets

Only eligible households in water arrears matched to means tested benefits data will be auto-enrolled by Thames Water at this time. Eligible households at risk of falling into water arrears may be auto-enrolled in a later stage of this project.

Headline findings

For the 2,934 matched customers in arrears, we have identified 1,234 (42.1%) households eligible for and not currently claiming a social tariff. These customers will be auto-enrolled in March, each household receiving £316 on an annual basis. The annualised impact of auto enrolment in March worth over £390,000.
Taking into account rising bills, 345 additional households in arrears could be auto-enrolled from April, while also increasing the average saving to £420 per year. The total annualised impact from April would be £664,000.
A further 624 households could potentially be auto enrolled if we include those at risk of arrears, taking the total impact to over £930,000 on an annual basis.

Water bills are increasing this April. This project shows that auto enrolment is possible and will help people who are already struggling to pay their water bills. Auto enrolment onto a social tariff will reduce hardship and boost engagement with residents, while lowering administration costs for water companies. We want to bring more water companies and local authorities together to make life easier for them and their residents.