The COVID-19 outbreak has already had a significant impact on household finances, especially those that already struggle with the costs of essential services. But there is a bigger gathering storm. Existing debt issues within the water and energy sectors are being badly exacerbated by the current crisis, and whilst welcome, current provision is not adequate to deal with the scale of these challenges.

NEA appreciates that many energy suppliers and their staff will be working tirelessly to provide appropriate support and services for customers in vulnerable circumstances during the COVID-19 outbreak. NEA has also been capturing its own staff’s feedback on the early impacts COVID-19 is having on vulnerable customers’ access to support. The findings provide a snapshot of some emerging trends.