Solutions for Utilities:


FinTrace for Collections

Contact your customers in arrears on the mobile and email they actually use! More customer engagement, more collections success and an overall reduction in arrears rates. It’s really that simple. 

Vulnerability Identifier

Social tariffs, PSR support, water poverty outreach. You can’t always rely on customers coming forward. Use data to identify the customers eligible for support and reach out proactively to ensure they receive the appropriate support.

Litigation Checker

We know that this can be the last resort in a long process, so before you do this, check to see if there’s any recent active contact channels for your customer, or any vulnerability requirement that would negate the need to litigate. Save time, save money, improve the customer relationship.

How can we support you?

View some of the common challenges of this sector and how Data on Demand helped clients to overcome them.


Outdated, invalid, or non-existent contact details for your customers in arrears?

The mobiles and emails your customers actually respond on are available through external data appends.

Validating the phone or emails new customers provide is not common practice within Water and doing so could cause friction during onboarding.

This doesn’t cause a huge issue when customers are up to date with payments and without any additional support requirements; but, what does the customer journey look like when they are vulnerable or miss payments?

If we are sending collections comms through either aged or invalid emails, disconnected mobiles, or phone numbers that have changed hands – then the customer who is struggling with payments isn’t receiving any of the comms they need.

Leading Energy co.’s customers in arrears:

47,012 customers (21.2%) with either no mobile or an invalid / disconnected mobile number.

After 30 – 90 days of internal collections attempts, the debt is passed on to a third party and you’re now relying on their success to reconnect you with your customers most in need of your support.

By using external data however, on the day that customer misses a payment you can validate that the email or mobile you have for them is correct, or append the correct contact information, and send the appropriate comms via the channel they actually use.

The collections process becomes vastly simplified.

It’s not uncommon to see that 20 – 30% of customers in arrears aren’t even seeing messages from their Water supplier about missed payments. 

For the same Energy co. DoD added new contact details for 70,849 customers in arrears (30.3%) unlocking access to these customers with an accumulated debt of £138.5M.

Whatever a customer’s reason is for missing a payment, you need to engage them on the right channels to begin to understand their position and let your customer support or collections teams do their job.

Field visits are often seen as a solution for non-responsive customers, however these are not only costly but can be intimidating to customers.

If you can utilise data and insight to better understand your customer, and to reach out with an informed approach, not only do you build trust but you then give them the choice to dictate the engagement.

Employment insights paired with contact data to assist in litigation.

Water co.’s have seen results simply by informing customers they intend to pursue Attachment Of Earnings . We’ve seen increased customer response without the need for lengthy court process.

Simultaneously check if there are any vulnerability requirements within the household which may lead you to reach out with a message of support, rather than looking to litigate.

Again, with new contact channels you can then look to engage that customer from an informed position and support their vulnerability.


And there’s a commercial benefit too.

Through extensive A / B testing with an Energy co. we’ve proven more customer engagement and more payment arrangements when using our contact data.

A more efficient collections process with lower arrears rates means a lower cost to serve.

Collections is a vital function, when optimised it allows you to serve all your customers better.

Change Of Tenancy

Find out who’s in your properties and the best way to contact them.

When there’s a COT, whether you make contact or not you’re obligated to supply water. There’s a variety of reasons why new customers don’t engage, and the reason is often simpler than you’d think. 

Rather than spending months with no visibility of who’s in the property, unaware of any customers requirements, personal circumstances, or propensity to pay – why not run a simple external check to see who’s living there and what their preferred contact channels are? 

Often, all it takes is a text or email on that customers most used device to inform or remind them to engage. Your first touch and following initial communications are crucial for building a customer’s impression and their trust. Engage early and in the right way. Give that customer choice by sharing self-serve options, web chat or phone options so customers can engage in their preferred way. 

Skip the months of not knowing, and the costly in person visits to establish something as simple as initial contact. 

As a simple first step, run some analysis on your occupier / vacant properties. DoD can give you a percentage match in the date range you’re looking for alongside the relevant mobiles & emails to help you reach out. If a customer is struggling financially, engaging them early and ensuring their bill is appropriate is key to a successful ongoing relationship.


Better segment your customers and adopt a proactive vulnerability strategy.

Relying on customers declaring their own vulnerability will only ever reveal a fraction of your customers that need help.

‘Focaldata and NICE has found that only 17% of consumers self-identify as “vulnerable” despite a whopping 67% demonstrating one or more vulnerability characteristics when assessed against FCA criteria.’

Customers are often unaware of their own support needs, or sometimes reluctant to declare their vulnerabilities.

DoD’s insights unlock a view on which of your customers the regulator would consider vulnerable, alongside over 100 flags and insights to help inform your outreach.

Customer I&E, employment status, marital status, number of dependants, other credit applications.

Flag individual customers that applying for credit to pay their utility bills: high risk customers that likely need your support right now.

Engage early via preferred channels and prevent missed payments / ensure support / payment plans in place.

High level, gain a better view on vulnerability within your customer base, segment accurately based on real customer insight and ensure those with vulnerability needs are on an appropriate customer journey.


Proactive PSR campaigns – identify households likely to be eligible for PSR support and reach out to inform them.

Stats from on ongoing vulnerability project with one of the UK’s largest DNOs since Feb’23:

  • First ran analysis we saw 637,873 vulnerable customers within their areas.
  • Most recent analysis (Apr’24) we’re seeing 1.05M vulnerable individuals.
  • That averages out at an increase of ~27.5k newly vulnerable people every month.

Use data to identify which customers need your support, tailor your outreach and develop a well serviced loyal customer base.

Discover what Data On Demand can do for your utilities business

Learn about how our products could benefit your utilities business.
Get in touch and find out about our solutions for Identity Verification, Consumer Vulnerability & Debt Recovery.