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Vulnerability Awareness Gala

Tue Nov 24, 2020 - Wed Nov 25, 2020
16:30 - 18:00
Digital Broadcast

Vulnerability is the new normal

The industry is supporting an unprecedented number of customers who have found themselves in vulnerable circumstances due to the outbreak and subsequent lockdown.


The Vulnerability Awareness Gala, sponsored by Experian, took place on 24 November and featured two awards during one evening.

  • Collections & Customer Service (CCS) Awards
  • Utilities & Telecoms (U&T) Awards, sponsored by Just
The Vulnerability Awareness Gala has represented a perfect opportunity to celebrate the unprecedented levels of support the industry has been providing to vulnerable customers throughout 2020.


View 2020 winners


A digital broadcast event

In a year in which the pandemic has become a catalyst for innovation, agility and transformation, the Vulnerability Awareness Gala reflected the times in 2020 by becoming a fully digital, broadcast event taking place during Vulnerability Awareness Week and a part of the Credit Festival.



The awards recognised the outstanding achievements of firms, teams and individuals, working in the credit and collections functions across financial services, the public sector, energy, water and telecoms.

Ben Erwin


Michelle Atkinson

Head of Income
United Utilities

Chris Cousins

Supplier Strategy Conduct Performance Manager
NatWest Group

Leighton Grew

Director, Collections, Recoveries and Restructuring
Shawbrook Bank

Russell Hamblin-Boone

Chief Executive Officer
Civil Enforcement Association

Simon Bell

Senior Collections Manager
Shell Energy

Steve Bevan

Director of Collections

Matt Baker

Senior Consumer Vulnerability Manager
British Gas

Marie Marsden

Head of Credit Operations
The Very Group

Ian Worthington

Senior Credit Risk Manager
Lloyds Banking Group

John Hegarty

Head of Recoveries
SSE Residential

Victoria Oliver

Director of Client Development

Chris Leslie

Chief Executive Officer

Ruby Mitchell

Senior Operations Manager
Octopus Energy Group

2020 winners

2020 winners


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Collections & Customer Services Awards

Agent of the Year

Lauren Kennedy, Financial Wellness Group


Best Customer Service Provider

Financial Wellness Group


Best Legal Services

Mortimer Clarke Solicitors (part of the Cabot Credit Management Group)


Best Use of Technology - Business Continuity

Sponsored by Lantern



Best Vulnerable Customer Support - Covid-19

Sponsored by Lantern

MotoNovo Finance Collections Team


Debt Advice Provider of the Year

Sponsored by Lantern

Mental Health & Money Advice


Debt Purchaser of the Year

Sponsored by Ardent Credit Services



Excellence in Training

Sponsored by Ardent Credit Services

Money Advice Trust


Transformation Programme of the Year

Sponsored by Ardent Credit Services



Utilities & Telecoms Awards

Best Outsourcing and Partnership Initiative of the Year

ExlService Holdings

Best Use of Technology - Business Continuity

Sponsored by Just

British Gas with Revive Management

Best Vulnerable Customer Support Initiative - Covid-19

Sponsored by Lantern

United Utilities Water

Best Vulnerable Customer Support Team

Sponsored by Just

Power NI

Energy Team of the Year – Collections

Sponsored by Just

Opus Energy

Transformation Programme of the Year

TDX Group - CX Team

Water Team of the Year – Collections

Sponsored by Just

Yorkshire Water- Collections

Joint categories header

Best Conduct & Culture

Sponsored by Experian

Yorkshire Water


Best Contact Centre Team

Sponsored by Experian

Northumbrian Water Group - Contact and Planning Team


Vulnerability Champion

Sponsored by Experian

Angie Markham-Nock, Yorkshire Water


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Headline sponsor
U&T Awards headline sponsor

Category sponsors:

Sustainability partner:

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Bearing the theme Vulnerability is the new normal, the Collections & Vulnerability Summit, sponsored by Experian, brought together the leaders influencing how vulnerable customers are assisted, across multiple sectors, as they share experiences and best practice for customers affected by Covid-19.


With a collective heritage of more than 30 years, the summit hosted the Collections, Debt Sale & Purchase Conference and Utilities & Telecoms Conference sponsored by Just. This unique event brought sector experts together as they explored responses to the vast, volatile shifts in vulnerability seen this year.


Collections leaders analysed the scale of the pandemic’s impact on customers, new volumes of customers now identified as vulnerable, forbearance amid the end of payment holidays, industry collaboration and several topics around technology.


As creditors and collections organisations had to switch to work-from-home polices once again in November, the Collections & Vulnerability Summit has featured debates on the critical role of automation, how the pandemic may act as a catalyst for digital transformation across collections and how the deployment of data and analytics to assess affordability has evolved since the lockdown.


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The Credit Festival is now over. All registered participants will soon be given a three-months access to the all-demand content, representing over 80hrs of content. The on-demand content will be hosted on the Credit Festival website, and participants will be notified the page goes live.

In the meantime, congratulations to all our 2020 Award winners! Bespoke winner packages are now available - please see below



Winners packages


License to use CCS/U&T awards winner’s logo
CCS/U&T Awards certificate
Physical engraved trophy
Winners video
Judges’ comments
Full page advert in printed Credit Strategy Magazine

Double page piece of collaborative content detailing what set your company apart from other finalists


Price if you purchased a company license

Price without a company license


Premium plus













£4,495 £1,995 £995


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