Customer Vulnerability Is on the Rise

Based on Chartwell’s consumer research, the need for utilities to have a greater focus on their vulnerable or at-risk customers has intensified.

The Chartwell Vulnerable Customer Leadership Council provides a forum for utility representatives to build a network of peers they can consult with for timely solutions, confidential discussions, lessons learned, and tactics, strategies, and best practices from experienced utility leaders. It is entirely focused on vulnerable or at-risk customers and employs a working group format focused on identifying and solving common challenges from idea to implementation.

Issues facing vulnerable customers today are complex and ever-changing, and utilities need to find new and innovative ways to help. Some of the most challenging problems include:

• A difficult and challenging environment for utilities and vulnerable customers has been exacerbated to near crisis levels by the pandemic, followed by inflation leading to unprecedented customer debt.
• A much larger population of customers is struggling to pay, which is driving higher debt.
• Technology and outreach challenges limit the ability of utilities to identify and connect vulnerable customers to assistance and resources.

Members of the Vulnerable Customer Leadership Council benefit from:

• Peer-to-Peer Collaboration: Join roundtable discussions with industry leaders on the latest issues impacting the industry.
• Member-Driven Topics: Chartwell tailors content based on Council members’ priorities and members exchange exclusive information on monthly calls and bi-annual meetings. 
• Connect & Collaborate: Network with a rich network of industry leaders who meet monthly to ensure they are finding the most effective and efficient solutions to their problems.

Our shared cost model means you gain access to best practice strategies, tactics and thinking you would expect to find at a top consulting firm at a fraction of the investment. Council membership means your utility will never have to make decisions in a vacuum again.