Meeting the needs of vulnerable customers - Q&A Session

Session
Tuesday, 23 May 2017
16:23 - 16:23
Duration: 14 mins
Publication date: 16 Jun 2017
Location: Customer Solutions Theatre, Hall 12, NEC, Birmingham, United Kingdom
Part of event Utility Week 2017

About the session

Meeting the needs of vulnerable customers

This seminar will explore best practice examples of understanding and vulnerable customers and delivery of the right service and support. The seminar will also examine how energy efficiency measures can be focused on the poorest households.

Keywords:: Brexit

digital

electricity

power

smart infrastructure

smart meter

utilities

water sector

Channels

Sectors

Affiliates

Power

Speakers

Gillian Cooper

Citizens Advice, Head of retail energy markets

Gillian Cooper is Head of Retail Energy Markets at Citizens Advice, the national charity that took on statutory energy consumer representation functions in April 2014. Gillian has been a consumer advocate in the energy sector for over 10 years, working in a number of watchdog organisations. She started her career in energy policy with energywatch. She currently leads Citizen Advice's policy and advocacy work on retail market issues including monitoring the performance of companies, improving the support and services offered to vulnerable consumers and using reputational regulation to delivered improved customer service.
Steve George

South East Water, Customer services director

Steve has been Customer Services Director for South East Water for eight years, joining the company after bringing their customer operations back in house following its merger with Mid Kent Water. He is a customer service specialist with over 30 years’ experience and has held a number of senior customer and IT roles in the water industry. At South East, he has overseen the development of customer service systems and processes that have focussed on improving access and experiences for all customers, and has delivered a five year trend of falling customer complaints.
Mike Foster

Energy and Utilities Alliance, Chief executive

Mike Foster is CEO of Energy and Utilities Alliance, (formerly known as SBGI). The West Midlands based trade association has been in existence since 1905. Historically it was the only trade association to represent the whole of the onshore gas industry. More recently, its scope extended to other parts of the energy and utility sector, ranging from gas storage to smart meters, from pipes to high efficiency boilers, from industrial boilers to renewables and natural gas vehicles. He Chairs the National Grid Gas Distribution Stakeholder Panel and sits on a number of advisory bodies, including fuel poverty in off grid homes.Mike Foster was MP for Worcester 1997 to 2010, and served as a Minister under both Tony Blair and Gordon Brown, latterly as Minister for International Development.Immediately prior to joining what was then SBGI, he was Head of Communications at the international charity WaterAid.

About the session

Channels

Title