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Date

22nd November

Audience

charity, 3rd sector agencies, community, faith and local interest groups, consumer groups health and service providers local government

Engagement

20 delegates

Objectives

To feedback what we’ve been working on since we last met and how your feedback is shaping our plans and direction around Winter readiness and CO.

Specifically, we wanted to discuss our Priority Services Register strategy with our social partners, explain our current performance around PSR registrations and customer satisfaction, as well as giving an overview of PSR annual research.

We wanted to share our PSR Customer Journey and the innovation projects supporting Customers In Vulnerable Situations, alongside our future strategy and focus to discuss what else our partners felt we should be doing, what else should influence our strategy and identify any emerging risks and issues we ought to consider.

Your comments & our responses

Communication is key

You told us that communication with third parties of vulnerable customers is key, especially those with dementia and mental health struggles as its often relatives who will be responsible for progressing PSR and paperwork rather than the vulnerable customer themselves.

We are drafting a ‘Dealing with Third Party Responsibility’ policy; and have recently been awarded ISO 22458 kitemark which incorporates this policy for vulnerable customers.

Recite