SECTOR SPOTLIGHT
Utilities
Inicio supports utilities providers in managing customer affordability, particularly where financial vulnerability and payment sustainability are key concerns.
Working with organisations such as Northumbrian Water, our solution enables a structured and consistent approach to capturing income and expenditure information, helping teams better understand a customer’s financial position and provide appropriate support.
Customers can complete assessments independently or with the support of an advisor, ensuring flexibility while maintaining consistency across all channels. This reduces pressure during sensitive conversations and allows teams to focus on delivering the right outcomes.
By introducing a clear and auditable approach to affordability, Inicio helps utilities providers deliver fair and sustainable outcomes, improve engagement, and meet evolving regulatory expectations.
Case Study
Northumbrian Water partnered with Inicio to improve engagement with customers who were not responding to traditional contact methods.
Through a simple digital affordability journey, customers were able to complete income and expenditure assessments independently, at a time that suited them. This significantly increased engagement, with around 40% of customers interacting with the solution and most completing the process without additional support.
The result was a step change in customer engagement, enabling more individuals to access support while reducing operational effort.
