Credit and risk: Ian Parry of First Utility

Ian Parry, head of customer payments at First Utility, talks occupier debt, customer engagement, fraud and theft.

LinkedIn Twitter
LinkedIn Twitter

Occupier debt, customer engagement, fraud and theft.


These are the three biggest challenges in credit and risk facing energy firms, according to Ian Parry, one of the speakers at our Utilities & Telecoms Conference later this month.


Parry explained that occupier debt cuts across risk, data quality and cost to serve, while the matter of just speaking to customers remains a difficult proposition for utility providers.


“Fraud and theft is usually lost in bad debt but it needs to be segmented out and treated very differently”, he added.


During his appearance on a panel session at the conference he hopes others will learn of First Utility’s approach to customers and how policy should be flexed as much as possible when needed.


As for debt management, Parry said outsourced collections remains a bigger priority than debt sale, adding: “As a low cost provider our focus on costs and resolving customers’ debts is our highest priority. This helps us remain competitive, allowing us to help our customers save money.”


Parry also believes 2017 will bring further competition into the market and that debt assignment protocol will become a more prominent topic.


He believes that increased competition will drive customer churn and change the ratio of customers in debt for live and lost accounts.


Parry revealed that First Utility will spend next year investing in data and strategy across internal and external partners, as well as specific data to drive more sophisticated approaches.


The company has an ultimate goal of reaching “leading practice across credit risk and collections”, he added.


Ofgem extends price protection to one million more households

Ofgem will extend its prepayment safeguard tariff to one million more vulnerable households this winter

Vulnerability and mental health guide launched for energy sector

A new guide to help energy suppliers identify and support consumers in vulnerable circumstances has been launched by the Money Advice Trust (MAT) and trade body Energy UK

Leading the field: The Utilities & Telecoms Awards winners 2017

The winners of the seventh Utilities & Telecoms Awards have been revealed, following a ceremony at The Nottingham Belfry last night.

Water companies under fire for managing indebted customers

Water companies are lagging behind other sectors where it comes to dealing with customers who are struggling to pay their bills, according to the industry’s regulator Ofwat

The CS Interview

Renaissance man
LinkedIn Twitter

Renaissance man


Engineering a self-service solution in car finance
LinkedIn Twitter

Engineering a self-service solution in car finance


"It’s up to the financial services industry to help teach students the necessary skills to manage their finances"
LinkedIn Twitter

"It’s up to the financial services industry to help teach students the necessary skills to manage their finances"


Lloyds results reveal £2bn of debt in forbearance
LinkedIn Twitter

Lloyds results reveal £2bn of debt in forbearance

Upcoming events

TRI Conference: Special Situations & Turnaround

TRI Awards 2017

Mortgage Conference 2017

F5 Conference 2017

Credit Strategy

Did you find our website useful?

Thank you for your input

Thank you for your feedback – an online news and information service for the UK’s commercial and consumer credit industry. is published by Shard Financial Media Limited, registered in England & Wales as 5481132, Axe & Bottle Court, 70 Newcomen St, London, SE1 1YT. All rights reserved. Credit Strategy is committed to diversity in the workplace.
@ Copyright Shard Media Group