38% of Utilities Leverage Energy Burden Analysis to Identify Vulnerable Customers

With LIHEAP cuts being made in the US, utilities across North America on Chartwell’s Vulnerable Customer Leadership Council are strategizing and sharing ways to better identify, engage, and serve vulnerable customers. Energy burden analysis, self-attestation processes, and digital LIHEAP platforms are among the key strategies being discussed by council members, with two members sharing their programs in detail.

Chartwell’s 2024 Vulnerable Customer Industry Survey asked utilities in North America to name the verification methods they use to identify vulnerable customers.  In addition to the more traditional methods of assistance applications and payment history, utilities are using zip codes, food assistance applications, and medical assistance applications to identify and engage these customers. These strategies are important, as only 25% of lower-income households indicated they were familiar with financial assistance offered by their utility (Chartwell’s 2024 Residential Consumer Industry Survey).

 

Vulnerable Customer Leadership Council members can download the full meeting deck and watch the recording here: Spring Virtual Meeting, April 2025.

Learn more about the Chartwell Vulnerable Customer Leadership Council by contacting Tim Herrick.