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

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Title	Date	Start Time	Duration	Register
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.	3/6/2026j/n/Y	10:30am BST2026-06-03T09:30:00Zg:ia T	1 hour	Register

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Vivian Machado Forte

leanne.doohan

leanne.doohan Published on 28th January 2026

Vivian Machado Forte

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