Vulnerability Week UK 2025

Monday 23 June 2025

 

Transparency

 

When businesses are open about their practices, policies, pricing, and any potential risks, it reduces confusion and empowers customers to make decisions based on clear, honest information. This sense of openness and honesty not only strengthens the relationship but also demonstrates a commitment to ethical practices, fostering long-term trust and confidence in the business, especially for those who may already feel uncertain or at risk.

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Share With Us: Designing for Disclosure -10am - 10.45am via Zoom

Case Study from Elizabeth Blakelock, Accessibility & Inclusion Manager and Kate Graham, Process Manager - Vulnerability, Accessibility, Inclusion & Bereavements, Monzo Bank​. 

 

Monzo's mission is to make money work for everyone. That means building trusting relationships so customers feel ready to ask for support. One of their values is "Default to Transparency" – they’re open with each other and with their customers. When it comes to asking customers to disclose – to share with them – they know they need to design with customers. Great design starts with listening, and in this session they’ll share how they’re building environments where customers feel safe to share some of the most challenging personal circumstances. 
 

You’ll hear from two of the industry’s leading experts in inclusion and vulnerability: Dr Elizabeth Blakelock and Kate Graham from Monzo. Both are recognised on the Women in Fintech Powerlist for their innovative work transforming services for customers facing some of life's hardest times. They'll lift the curtain on how they turn values and insight into action – designing with transparency, trust, and lived experience as foundations.

Register: https://us06web.zoom.us/meeting/register/w8n1J-KbT9WJyGEmKlGnXA 

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Trusted connections: How data sharing is powering smarter support - 11am - 11.45am via Zoom

Case Study from Ren Hooi, Founder & CEO, Lightning Reach. Speakers: Dave Farquharson - Director of Partnerships, Lightning Reach and David Elliot - Advice client manager.

 

Trusted connections: How data sharing is powering smarter support - Join Lightning Reach and YES Energy for an engaging discussion on how trusted data sharing transforms support services.

In this session, you'll discover, the evolving challenges facing households amid rising energy costs and growing vulnerability, and why traditional outreach methods are falling short and how YES Energy leverages Lightning Reach’s innovative approach, achieving up to 80% data collection before first contact, leading to deeper engagement and trust from vulnerable customers. You'll hear Real-world stories from clients like Linzi’s, illustrating the practical, life-changing impact of warm referrals and pre-engaged interactions, insights into how enhanced data collection allows holistic support - enabling YES Energy Solutions to deliver precise interventions beyond just energy advice, addressing broader health, financial, and behavioural needs.

There will be a practical comparison illustrating how support delivery processes have improved in terms of customer trust, response times, and overall effectiveness after adopting Lightning Reach.

 

Join us and find out why trusted data connections are key to smarter, more effective support.

Register: https://us06web.zoom.us/meeting/register/Nr2DSd8rTIu69-u8RacUaw 

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How firms are unlocking a new level of clarity in communications - 2pm - 2.45pm via Zoom
Panel Discussion with Plain Numbers and Guests. Speakers: Ben Perkins, Plain NumbersAnne-Marie Cooklin, BupaAmy Bennington, Power Northern Ireland (Energia Group)Claire Sinclair, Standard Life (Phoenix Group)

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A panel discussion hosted by Plain Numbers which will explore how three organisations have been working with Plain Numbers to supercharge customer understanding. Expert Plain Numbers Practitioners from Bupa, Power Northern Ireland (Energia) and Phoenix Group will share their experiences including why customer understanding matters to their firm, the importance of numbers in communications, what they do differently after Plain Numbers training, how they’ve been using the Plain Numbers Method to transform their communications and the difference it has made to customers.

Register: https://us06web.zoom.us/meeting/register/KflvbRLyRT60sGyHaMrXhQ 

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Help customers that have fallen behind with bills by getting the message right, with Qa Research

​Join Richard Bryan & Georgina Culliford from Qa Research who will share their insights from conducting multiple studies in the utilities sector with vulnerable customers that have struggled to pay their bills. This is your space to learn from Qa Research’s 14 years’ of conducting research in the utilities market with customers in-debt and experiencing multiple vulnerabilities.

 

The session will focus on what vulnerable customers have said about the different ways in which companies choose to communicate with them when they fall in to arears. The emphasis will be on offering practical steps to help you to think about choosing the right message, words, phrases, and tone to increase your chances of re-engaging the customer, enabling them to get back on track and creating a win-win outcome.

 

✔ Learn how to communicate with customers in vulnerable circumstances who are struggling to pay

✔ Discover the ‘dos’ and ‘don’ts’ of message content for vulnerable customers

✔ See applied examples through powerful real-life stories on good and poor practice, based on a decade of utilities research

✔ Gain tools to help struggling customers re-engage even during stressful times

 

This session is for you if you work in Vulnerability and customer experience, Customer communications, Financial hardship or debt support or if you're part of communicating with customers who are struggling to keep up with bills.

 

Register: https://us06web.zoom.us/meeting/register/hqyw-gQ2RXCYxmB3g8FD9g

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