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Utilities customers hampered by lack of awareness of available support

Low levels of awareness about the support systems available to vulnerable utility customers is impeding their ability to access the help they need, according to a study.

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Key among the report’s findings was that respondents were largely unaware of the range of schemes available to help them, should they find themselves in financial difficulty.

 

The research, conducted by outsourced customer contact specialist Echo Managed Services, surveyed 1,000 UK residents on their experiences, knowledge and attitudes to household arrears.

 

Just 22 percent were aware that they could gain access to special discounted tariffs if they fell behind on payments, while 31 percent knew of the warm home scheme.

 

Some 28 percent were aware that their utilities company could signpost them to free debt advice while just one in four knew of measures to protect vulnerable customers against supply disconnection.

 

Monica Mackintosh, customer services director at Echo Managed Services, said: “Evidently, investing in support schemes and training front line staff to recognise vulnerability isn’t enough; providers need to more actively promote the range of services they offer, so that their wider customer base is aware that support is available should they - or a relative or friend - ever need it. As reputation and trust become more intrinsically linked to brand value, community support must never just be a ‘box-ticking’ exercise, but a concrete social consideration.”

 

The report also found that instances of consumers falling into debt are rising, with 70 percent of respondents have experienced debt recovery procedures with at least one everyday service provider – a seven percent increase in 18 months.

 

More than half (53 percent) of these people did not think their service provider provided enough support to prevent them from falling into arrears in the first place. Many cited reasons such as inflexible payment options, poor communication and a general lack of understanding and empathy as key examples of this lack of support.

 

Macintosh said: “It’s concerning to find that many customers believe their debt was preventable, had their provider given them sufficient support, whether that be greater empathy, improved communication, more affordable bills or increased payment flexibility. It’s important that companies work closely with all customers and support them where they can; truly putting customer needs at the heart of their debt and revenue protection strategies.”

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