Tuesday 2 November 2010

The effect of the recession is unclear.  Employment figures have not risen as fast as had been feared – but does that mask a switch to part time work, and households on a lower income? Who is struggling to pay their bills, and how will they respond to utility bills, when they have other creditors to pay?

Speakers report on the level of utility debt across the energy and water sectors, and the response from companies and regulators. 
 

Companies outside the mainstream utility sector have their own experience of dealing with utility customers. How is the approach evolving, and what can utilities learn from them? 

If you think fraudsters are not an issue for utility companies – you may be too complacent.  Fraudsters can and do target utilities. 
 
In this special round table session you will hear:
 

• How energy utilities are responding to widespread fraud in prepayment meters
• How you can identify potential fraudsters and gain insight on their activities
• What experience other utilities have of combating fraud

Part 1: Social tariffs, sustainable payments and finding the can’t pay customers

Identifying and managing vulnerable customers is a key part of debt management strategies. What has been the response to the new strategies used by utilities?   
 

Part 2: How will the customer relationship change as we move to meters (in water) and smart meters (in energy)?
 
How can utilities use those step changes to build a closer relationship and make debt less of a burden for both utility and customer? Is pre-payment the answer, and is that assumption borne out by results from smart meter trials? 
 

•  Will new metering solutions provide the key to contacting and helping vulnerable customers? 
• How can metering help utilities manage their relationships when they are dealing with landlords and tenants
• Should utilities target specific groups - perhaps prepayers, the vulnerable, the indebted - as lead for new meters, or could that halt acceptance before it starts?