Team Connect

Energy retailers, water utilities and network businesses hold a lot of information about how customers pay for, use and interact with essential services. Yet support is usually triggered only when a customer discloses hardship, misses payments, builds up debt or nears disconnection.

Many people at risk never ask for help, because of stigma, complexity, fear of consequences or not knowing help exists. The cost of not reaching them can be disconnection, harm to health, a debt spiral and, in the most serious cases, risk to safety. In extreme heat, a common harm is a household switching off its cooling to save money, exactly when it matters most for their health.

Heatwaves can be forecast days in advance. That gives a utility a window to reach out before harm happens, instead of reacting after a missed payment or a disconnection.