LAUNCH OF A STRATEGY FOR CUSTOMERS IN VULNERABLE CIRCUMSTANCES

Thursday 22nd November Swalec stadium, Cardiff

Workshop Report

LAUNCH OF A STRATEGY FOR CUSTOMERS IN VULNERABLE CIRCUMSTANCES In September 2018, we published our proposals for the next investment period of 2020-2025 – which set out ambitious plans for how we intend to invest for the benefit of our customers.

Part of this included a sea-change in how we support the most vulnerable customers across our operating area. As a not-for-profit company, the trust of our customers is integral to everything we do – and with many of the areas we cover ranking among the most deprived in the UK, supporting those most in need of support is crucial in ensuring we realise our vision of earning the trust of our customers, every day.

As a result, we published the “Supporting Our Customers – Working at the heart of our community” strategy, which detailed how we intended to improve our service for customers that need the most support. This includes an ambitious target to quadruple the number of customers on our Priority Services Register by 2025, and continuing our industry-leading progress in the number of customers supported by our range of social tariffs.

Following the publication our strategy, we wanted to ensure we had the widest range of views possible to ensure we tailor our plans to best benefit our customers. As a result, we held a launch event at the Swalec stadium in Cardiff on 22 November, 2018, in which we invited a wide range of partners and stakeholders to give their views on how we can continue the process of developing our strategy and to give them a platform to understand the work we had done to date and to comment, share their thoughts and feedback. We wanted to hear their ideas and to share good practice and case studies, so that we can continue to improve the services we offer to those in vulnerable circumstances.

The event focussed on five key themes – data sharing, our Priority Services Register, financial support, social tariffs, and partnerships. These were designed to explore the opportunities for building on our existing knowledge and experience as well as identifying further opportunities for working collaboratively in a more efficient and cohesive way in line with the principles of the Well-being for Future Generations (Wales) Act 2015.

In that context, it was particularly important to have a clear, supportive contribution from Hannah Blythyn, Environment Minister, on the objectives of the day and the new strategy itself.

This report is a summary of the main themes, thoughts, ideas and feedback that were shared with us during the day. Our task now is to begin prioritising our work in these areas and ensure this valuable feedback helps us improve our offer, which in turn will improve the service we offer those most in need.

There was overwhelming interest amongst attendees to work with us and develop our partnerships. We look forward to continuing this inclusive relationship with everyone who attended this event and contributed to improving the strategy still further, and we remain open to hearing your ongoing feedback and advice.

I would like to thank all of our partners for their contribution to the event and to our work with communities across Wales and Hereford. Without you we could not deliver the additional support to all our customers, especially those who need it most.

Chris Jones Chief Executive Dŵr Cymru Welsh Water

Summary of feedback Below is a summary of key feedback from the sessions, which we will use to refine our strategy and improve the way we promote the services we offer to customers.

Key points on Data  Better use of data – particularly for behavioural data and analysis, including areas like working with referring bodies (like refugees moving into properties) to improve understanding of water and facilities  Sharing of data – expand the sharing of data beyond the utilities sector to other areas like health and social care, with one option being to establish a central system for shared data across different organisations  Data sharing agreements – need to be more widely implemented, and new GDPR rules should not be a barrier.

Key points on Strategy  Training – ensure all Welsh Water employees are trained to raise awareness of and minimise barriers to vulnerable customers  Campaigns – more promotion of additional support available after major events (like Storm Emma) is needed, and more use should be made of potential promotion opportunities (like speaking at partner events)  Holistic approach – utilise holistic approaches, like the Rhondda Fach Resilient Community project  Collaboration – work across organisations to have as wide a pool of information as possible and to take advantage of existing information, including with healthcare professionals, Regional Hardship Boards, Social Value Forum, community hubs and other utility companies. We could also review the messages needed for each organisation to improve its impact on their service users  Data mapping – Use tools like Foundation Data for Robust Energy Strategies for Housing (FRESH) to identify the neediest areas as a point of focus  Education – our programme could include budgeting advice, linked to the recent DWP contract awarded to Citizens Advice, to deliver personal budgeting support

Key points on Partnerships  Better working – need to improve partners’ knowledge of our services and to work with wider groups (e.g. Flood Awareness Wales) to link vulnerability to extreme weather events like flooding and drought, including more training, better links with digital platforms of financial organisations and shared adverts across organisations. Consider job shadowing within own company and trusted partners  Technology – possible use of an app for frontline staff that would involve one referral form for multiple issues.  Customer support – align our work more closely with what other organisations already do well – for example Wales & West Utilities production of patient discharge packs, or Trivallis’ inclusion of information on social tariffs on tenants’ six-month rent statement  Brand – Welsh Water should be aware of potential brand damage around building new partnerships with organisations that may not have the same levels of trust with their customers  Expand network of partner organisations – for example working with GP surgeries to get them to scrap charging papers and raise with Welsh Government, and work with supermarkets on advertising water-saving tips on products that use water

Miscellaneous  Workforce – increase workforce working on the ground from target communities, and consider “community champion“ roles for people from different backgrounds  Systems – ensure priority for checking financial problems is foremost on Welsh Water systems and support is in place for those whose circumstances change  Welcome packs – develop information when first making contact with customers so they can assess their needs – including what to do if you are in vulnerable circumstances

Next steps  Deliver training to all Welsh Water employees to minimise barriers to vulnerable customers and share any learning with other organisations  Explore the use of holistic approaches (e.g. Rhondda Fach Resilient Community project) to scope how to better support customers in vulnerable circumstances as part of any future projects  Explore the use of data mapping with other organisations to better support customers in vulnerable circumstances  Identify opportunities to work more closely with the utilities sector in Wales to scope how we work collaboratively to support customers in vulnerable circumstances  Identify how we can work with local government to help people access the information they need from us

Appendix A: Agenda

10:30 Arrival and registration 11:00 Welcome from Chris Jones, Chief Executive, Dŵr Cymru Welsh Water 11:10 Launch of Strategy on customers in vulnerable circumstances Sam James, MD Household Customer Services at Dŵr Cymru Welsh Water 11:30 Customer Challenge Group’s response to the strategy Peter Davies, Chair of Dŵr Cymru Welsh Water’s Customer Challenge Group 11:45 Q&A: Panel session Facilitated by Alun Shurmer  Chris Jones, Welsh Water  Sam James, Welsh Water  Peter Davies, Chair of Dŵr Cymru Welsh Water’s Customer Challenge Group 12:05 Voices from the community:  Film  Joanna Markham, Community Advice and Support, Interlink RCT  Simon Lannon (Cardiff University) on Warm Wales and Fresh mapping for community work  Sara Moseley Director, Mind Cymru

12:25 Table discussion: Data & Priority Services Register How can we share data and work together to promote maximum take-up of the priority services register?

Paula Burnell (Vulnerable Customer Manager Dŵr Cymru Welsh Water) to outline main points of workshop followed by table-based, group introductions and discussion about data, PSR and partnerships. 13:25 Lunch 14:15 Table discussion: Social Tariffs & Partnership working How can we work together to identify and engage with most our disadvantaged and vulnerable customers?

Paula Burnell to outline main points on social tariffs and partnership working. 15:15 Q&A Panel session  Sam James, Welsh Water  Steven Edwards, Director of Regulation and Commercial, Wales & West Utilities Ltd  Alex Wilkes, Stakeholder Engagement Manager, Western Power Distribution  Philip Marshall, Deputy Chief Executive, Consumer Council for Water

15:45 Government Address by Hannah Blythyn AM, Welsh Government Minister for Environment 15:50 Chris Jones, next steps and close 16:00 Refreshments and networking 17:00 Ends

Appendix B: Delegate list First Name Surname Organisation Title Huw Owen Alzheimer's Society Policy Officer Mark Abrams Auriga Services Chief Executive Officer Rachael Bestwick Auriga Services Bid Writer Victoria Hamm Cardiff Council Chris Tovey Cardiff Council Welfare Reform and Training Co-ordinator Rebecca Hunt Cardiff Council Carlos Ruiz Cardiff Council Money Advice Team Simon Lannon Cardiff University/ Warm Wales Director of Research Vera Brinkworth Care & Repair Cymru Head of Business Development Phillip Marshall CC Water Deputy Chief Executive Peter Davies Chair of the CCG Chair of the CCG CCG Member / Consumer Council for Lia Moutselou Water Consumer Relations Manager CCG Member / Consumer Council for Lee Gonzalez Water Local Consumer Advocate Alun Evans Citizens Advice Cymru Policy Campaigns and Education Officer Lisa Toghill Cwm Taf Public Services Board PSB Support Officer Mari Arthur Cynnal Cymru Director Lynsey Jackson Cynnal Cymru Marketing Manager Bethan Harvey Cynnal Cymru Projects and Events Administrator Communities for Work / PaCE Project Phil Linton Department of Work and Pensions Coordinator Paula Burnell Dŵr Cymru Welsh Water Vulnerable Customer Manager Heulyn Davies Dŵr Cymru Welsh Water Head of Strategic Communications Sally Gronow Dŵr Cymru Welsh Water Head of Customer Services Megan Hillier Dŵr Cymru Welsh Water Corporate Communications Officer Danielle Ingleson Dŵr Cymru Welsh Water Customer Engagement Manager Managing Director Household Customer Samantha James Dŵr Cymru Welsh Water Services Chris Jones Dŵr Cymru Welsh Water Chief Executive Kate Newton Dŵr Cymru Welsh Water Data Protection Officer Director of Customer Strategy and Alun Shurmer Dŵr Cymru Welsh Water Communications Nichola Walden Dŵr Cymru Welsh Water Affordability Manager Nicola Williams Dŵr Cymru Welsh Water Company Secretary Stephen Tiley GAVO Deputy Chief Executive Officer Tom Crick Glas Cymru Board Non-Executive Director Robert Davies Glas Member Malcolm Malcolm Glas Member Keith Pratley Glas Member Ted Sangster Glas Member Ruth Williams Glas Member Norma Barry Glas Member Akmal Hanuk Glas Member Wayne Rees Glas Member Frank Rowberry Glas Member Alwyn Rowlands Glas Member Guy Thomas Glas Member Senior Co-ordinator - Energy Advice and Jo Woodward Groundwork Greendoctor Guidance Rachel Munday Hafan Cymru Operations Support Manager Lisa Hordy Hafod Housing Association Senior Financial Inclusion Officer Joanna Markham Interlink RCT Development Officer Employment Adviser for Aberdare and the Ellen Saunders Job Centre Plus Cynon Valley Sarah Hughes Melin Homes Financial Inclusion Team Joanne Kirrane Melin Homes Director of Independent Living Nigel Draper Moneyline UK Chair Morgan- Carole Jones National Energy Action Cymru Director Bethan Proctor National Energy Action Cymru Policy and Campaigns Ben Saltmarsh National Energy Action Cymru Development Officer Florek- Helen Oughton Natural Resources Wales Customer Care Manager Stephen McCulloch Ofwat Head of Communications and Marketing

Sharon Martin Parkinsons UK Volunteer Delyth Pritchard Parkinsons UK Zulekha Batool Pobl Pobl Academy Apprentice Katharine Hopkins Pobl Moneysaver Project Officer Ceri Owen Tai Calon Valley Manager Bethan James Tai Ceredigion Tenancy Sustainment Assistant Azad- Nazia Warren Tai Pawb Open Doors Project Officer Steven Collins Trivallis Money Advice Officer Tracey Cooke Trivallis Senior Regeneration Program Manager Chris Randall Valleys to Coast Housing Utility Debt Advisor Craig Wadley Valleys to Coast Housing Learning and Development Assistant Kirsty Walton Valleys to Coast Housing Customer Service Manager Elaina Cook Wales & West Utilities Priority Customer Manager Steven Edwards Wales & West Utilities Director of Regulation and Commercial Lindsay Murray Warm Wales Project Manager Hannah Blythyn AM Welsh Government Minister for Environment Meggan Caddey Welsh Government Eifiona Williams Welsh Government Head of Water Branch Welsh Government Warm Homes, Michelle Symonds Nest Network Liaison Manager Alex Wilkes Western Power Distribution Stakeholder Engagement Manager