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Date

3rd July 2024

Audience

Future Customers and bill payers

Engagement

16

Objectives

During this session, we wanted to understand what ‘vulnerability’ and ‘most at risk’ means for future customers. We also wanted to understand what ‘being a customer in a vulnerable situation’ looks like, and to identify what future areas of vulnerability might look like for this generation of consumers. The session also provided an opportunity to test our vulnerability strategy and highlight where we need to amend or adapt our thinking to reflect future customers’ expectations and needs.

Your comments & our responses

Demographic Change

You explained that we have an ageing population and so this group, who already have a range of vulnerabilities, is only going to get bigger and NGN need to be prepared for that.

We have now extended our VCMA collaborative Age UK project until the end of GD2, and will be supporting phase 2 of The Carents Room collaborative VCMA project to the end of GD2.​ We will also be learning more on the subject of an ‘ageing population’ from lived experts at a session by Three Hands in late September.

Download our report to find out more

Recite

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