As a Titanic fan, I find Belfast a fascinating city and I’m delighted to return to the city this month. However, this is a visit for work, not pleasure, as I provide additional training to one of Northern Ireland’s Utility companies. This builds on previous training and collaborations with the Consumer Council NI, Power NI and Northern Ireland Electricity Networks.

Since my last visit, changes have been introduced by the Utility Regulator NI. To best protect the interests of water, electricity and gas customers, it launched a new, mandatory Best Practice Framework for all regulated companies in September 2024. This focuses on fair and appropriate responses to customers in vulnerable circumstances.

What’s New for Utility Companies in Northern Ireland?

The first change is to the definition of a vulnerable customer. From September, all utility companies have adopted the following description:

‘A consumer is deemed vulnerable when their personal characteristics or circumstances reduce their ability to engage effectively and achieve fair outcomes. A vulnerable consumer is significantly less able to protect or represent their interests and significantly more likely to suffer detrimental impacts on their health, wellbeing or finances.’

10 Codes of Practice

In addition, 10 Codes of Practice have come into force. Adhering to these is now a license condition for suppliers. Therefore, firms have to show they:

• Have a company culture that encourages the identification and support of vulnerable customers
• Offer tailored support that leads to positive outcomes for vulnerable customers
• Can and will endeavour to meet needs when vulnerability is disclosed by a customer
• Record customer needs appropriately
• Ensure the security of utility supply, accessibility and personal safety of vulnerable customers
• Provided vulnerable customers with relevant and timely access to information on available support
• Offer solutions to aid affordability
• Improve access to support through cross-industry data sharing
• Monitor and report on how they protect vulnerable customers
• Enable consumer access to the information contained in these reports

Fill the Gaps in Provision for Customers in Vulnerable Circumstances

As we are now several months into this Code of Practice coming into force, you will know where there are gaps in provision within your organisation. However, we are here to assist with resources, training, webinars and consultancy to support compliance. For a start, we have a free Signposting resource that can help direct customers to external sources of support across Northern Ireland.

Furthermore, as a BSI Associate Consultant for BS ISO 22458 Kitemark for Inclusive Service, we can provide insight if you are working towards this accreditation.

What’s more, our services aren’t limited to utility companies. We are happy to support any customer-focused organisation with the aim of better understanding and responding to the needs of those facing vulnerable situations. Our monthly Vulnerability Q&A events offer a platform to get answers to specific questions that arise. In addition, our toolkit sessions address common challenges when supporting customers.

Socio-Economic Indicators in Northern Ireland

The latest data from NISRA shows that Northern Ireland has achieved economic recovery from the impact of Covid. However, it also reveals potential causes of vulnerability.

Business Growth in Service Sectors

Northern Ireland has a strong export market and although manufacturing is in decline, the business services and financial sector is thriving. There are currently 79,830 VAT/PAYE registered businesses, of which over 50% are in the service sector. That means a significant number of frontline teams who are communicating with customers. Are they confident and competent in responding to disclosures or indicators of vulnerability?

Employment & Economic Inactivity

The employment rate is 73.6% across Northern Ireland, with the highest rates seen in Mid & East Antrim. However, long-term sickness is the primary cause of economic inactivity. A diagnosis of ill health or terminal illness is a common cause of financial vulnerability. Another cause is an unexpected change in life situation, so it is worth flagging that redundancy rates increased during 2024. How is your organisation supporting customers who can no longer afford to pay for services?

Connectivity

Northern Ireland has the highest broadband connectivity in the UK. However, when providing customer-focused services, it’s important not to forget the 6% of households that aren’t online. How do you ensure accessibility and fair outcomes for customers without the internet or devices?

Life Satisfaction

Northern Ireland has achieved higher life satisfaction ratings than other parts of the UK for several years. This isn’t to say that households experience fewer life events than other nations. The results could be due to a stronger sense of community or family networks. And, by ensuring that good support is offered by companies serving each household, it’s possible to retain this positive outlook.

Vulnerable Customer Service Specialists

Helen Pettifer Training offers training, events and resources to promote inclusive customer services. You can book a call with Helen to discuss your requirements relating to upskilling customer-facing teams, achieving BSI Kitemark for Inclusive Service or compliance with Consumer Duty.