Doorway to Debt, a new research publication from Citizens Advice, shows that extending the same rules that cover payday loans to the doorstep lending market could prevent their customers getting into problem debt, and save up to £123 million in interest payments on up to 540,000 loans each year.
Author Archives: ESAN Admin
Stepchange publishes new data on personal and household debt
StepChange Debt Charity’s latest statistics reveal that demand for debt advice is at its highest ever, with many clients struggling to pay bills for essential services, especially younger and vulnerable consumers.
What would really help consumers of essential services?
The report of the ESAN Conference 2018 with conference slides and videos of the presentations where available have now been published. Thank you to everyone who attended and special thanks for the BT team who hosted the event. Please continue to share your thoughts of what would really help consumers of essential services on #ESANdebate.
Banking Standards Board publishes annual review
The Banking Standards Board (BSB) has published its annual review. The review includes the results of the BSB’s largest ever survey of behaviour, competence and culture in UK banking that together can determine trustworthiness.
Wessex Water launches mental health training video to help staff working with vulnerable customers
To coincide with national mental health awareness week (8 to 14 May 2017) Wessex Water has launched an animated mental health awareness video. The video, developed in partnership with local mental health charity, Wiltshire Mind, highlights common issues associated with 
mental ill health, which affects one in for people in the UK each year. The video is part of a range of training materials developed for Wessex Water employees who deal with customers in vulnerable circumstances.
How do regulators involve consumers in their regulatory decisions?
The UK Regulators Network has published a report on how regulators involve consumers in their regulatory decisions, hear their views and take their interests into account.ESAN’s recent conference and report on How can the consumer voice be better heard in the regulation of essential services? 
is given an an example. The guide includes a visual overview of the processes, broken down by key questions, with examples across different sectors.
Tackling poverty in Wales together
On 28 February the Consumer Council for Water is hosting a conference that will bring together utility companies, Government and consumer representatives, regulators and the advice sector in Wales. The conference aims to raise awareness of the help available for the financially vulnerable and explore opportunities to work together to help reduce poverty in Wales. For more information please contact jade.painter@ccwater.org.uk, or register here.
Citizens Advice publishes best practice guide for energy suppliers
On 18 January Citizens Advice published the findings of its research looking at how energy suppliers could effectively signpost and refer vulnerable customers to third parties, such as debt advice and support services.
The research found that fewer than 1 in 4 consumers believe that their energy supplier had ever offered them help and support, with fewer than one in ten being able to recall being signposted or referred to a third party organisation.
The best practice guide is designed to help energy suppliers signpost and refer vulnerable consumers to the right source of help.
#esanevent stimulates debate on consumer voice
On Wednesday 2 November, 18 speakers and 92 delegates came together at the iconic BT Tower for the ESAN Conference: How can the consumer voice be better heard in the regulation of essential services? “Fantastic speakers, great content, excellently chaired” #esanevent
Gill Owen
It is with enormous sadness that we report that Gill Owen has died. Gill chaired the former Public Utilities Access Forum (ESAN’s predecessor) for a number of years and she contributed greatly to PUAF’s work and development. Her expertise and knowledge in consumer policy and regulation, particularly on energy efficiency and fuel poverty, will be greatly missed. Above all, those of us who worked with Gill will remember her friendship, warmth and humour.
Gill’s husband, David Green, has asked that, instead of flowers, people may wish to consider donations in Gill’s memory to Macmillan at: www.macmillan.org.uk/donate.