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Date

Start Time

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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

On demand webinar

Country to county: Regional data collaboration that drives better outcomes for residents

29 April 2026

View the webinar

Regional restructures and tightening budgets often force councils into silos, creating a fragmented support landscape that hides resident vulnerabilities. When data and insights aren’t shared across borders, it creates friction that prevents vital help from reaching those who need it, leaving authorities trapped in a cycle of reactive crisis management.

In this webinar, we explored how to replace these disjointed efforts with a proactive, “whole-system” approach. Featuring insights from Paul Wilding at Oxfordshire County Council and Les Robertson at Fife Council, we discussed how regional collaboration and multi-sector partnerships across Scotland, Wales, and England, can streamline the resident journey, improve operational efficiency, and drive income maximisation at scale.