On Monday, 22 February 2021 ESAN hosted the first of a series of special webinars. Carl Packman from Fair by Design, presented the findings of a recent PFRC report looking at recent changes in relation to the poverty premium (the extra costs of being on a low income) to understand how the costs and types of poverty premium have changed in the last few years.
A new programme of research, led by Fair By Design and the Money Advice Trust, explores the issue of inclusive design in credit, insurance, energy and other essential services markets. The Inclusive Design in Essential Services project will publish two reports in 2020 on how regulators and businesses can adopt inclusive design strategies in their work.
UKRN, with the FCA, Ofcom, Ofgem, Ofwat and CCWater, have worked together to develop a set of performance scorecards to measure the customer experience across key sectors. You can now access the scorecards for financial services, communications, energy, and water in one place – with consumer metrics covering service quality, price differentials and satisfaction levels.
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.
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.
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.
The UK Regulators’ Network has today launched an advisory leaflet to help ensure vulnerable consumers get the help they need to access essential services.
Produced through a collaborative effort between Ofgem, Ofcom, Ofwat, the ORR and the CAA, the leaflet highlights a range of free support services offered by utility, telecommunications and public transport providers.
The UKRN website gives details of how to get braille, audio and large print versions of the leaflet.
BT has commissioned independent research to try to establish the social
value of digital inclusion activities in the UK. Find it here.
The value of being online to a new user is £1,064 per annum. This comes from having more confidence, making financial savings online, new job seeking skills and a reduction in social isolation. Other figures for more experienced users are also given.
The Keep me Posted campaign have carried out research with the Centre for Economics and Business Research (CEBR) into the additional costs of being offline, which shows that people who are not online pay £440 more per year. Read more here.
• Households who do not use the internet pay an average of £440 more a year for their goods and services, equivalent to 4.4 per cent of their average household income
• This equates to 5.4 per cent of the average household income for older people aged 65 plus and the most vulnerable people in society
• Households that cannot take advantage of lower energy and telecoms tariffs for switching to online-only services miss out on a potential annual saving of £139
• 7 million people in the UK have never used the internet, with the vast majority (72 per cent) being the poorest 10 per cent in society
• Almost half (48 per cent) of those 65 years of age and over have never used the internet