Publications Archive | Page 2 of 7

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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) and Simon Garratt (Barclays) 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

The art of the possible: How data can improve access to social tariffs in the short and medium term

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Automating access to water social tariffs

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Cheques and imbalances: How income varies throughout the year for Universal Credit households

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How a data led approach has boosted take up of Healthy Start across three London boroughs

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Missing out 2024: £23 billion of support is unclaimed each year

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Back to work? How a tougher conditionality regime risks moving people away from employment

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Spring Budget 2024: Marginal tax rates improved for low earners and families but more to do

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Missing out: Over £1 billion of support is unclaimed in North East England each year

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People of pension age may be missing out on £5.2 billion

View

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

Read our research and publications

The art of the possible: How data can improve access to social tariffs in the short and medium term

Automating access to water social tariffs

Cheques and imbalances: How income varies throughout the year for Universal Credit households

How a data led approach has boosted take up of Healthy Start across three London boroughs

Missing out 2024: £23 billion of support is unclaimed each year

Back to work? How a tougher conditionality regime risks moving people away from employment

Spring Budget 2024: Marginal tax rates improved for low earners and families but more to do

Missing out: Over £1 billion of support is unclaimed in North East England each year

People of pension age may be missing out on £5.2 billion

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

Read our research and publications

The art of the possible: How data can improve access to social tariffs in the short and medium term

Automating access to water social tariffs

Cheques and imbalances: How income varies throughout the year for Universal Credit households

How a data led approach has boosted take up of Healthy Start across three London boroughs

Missing out 2024: £23 billion of support is unclaimed each year

Back to work? How a tougher conditionality regime risks moving people away from employment

Spring Budget 2024: Marginal tax rates improved for low earners and families but more to do

Missing out: Over £1 billion of support is unclaimed in North East England each year

People of pension age may be missing out on £5.2 billion

Linking household benefits, financial precarity and child welfare