Podcast: Preparing for the Future of Prepay with Utilita's Louise Walsh

We've launched the first episode in our Expert Interview series, where we sit down with senior leaders from across the utilities sector, starting with Louise Walsh, Chief Customer Contact Officer at Utilita.

Louise shares her perspective on how the prepayment landscape is changing, and what that means for suppliers, regulators and customers. We also ask whether the Debt Relief Scheme goes far enough, and what good support looks like in the future.

Watch the full conversation to learn:

• What’s changing in the prepayment market: Why it has evolved from a last resort into a proactive choice for engaged consumers.
• The impact of the Debt Relief Scheme: A candid look at how prepayment customers could benefit from the DRS and the implementation risks to watch for.
• What good support looks like: Why the industry must move toward needs-led, universal support rather than relying on rigid vulnerability labels.
• The future of prepayment: How smart tech and data-sharing will drive the next frontier of customer empowerment and energy optimisation. 

Revisit our full energy debt webinar

At our recent webinar, panellists from E.ON Next, EDF and Utility Warehouse shared a thoughtful discussion on improving customer debt outcomes, including the evolving role of prepayment in today’s market.

The conversation also explored:

• Root causes: How policy decisions and changing customer behaviours have contributed to current debt levels
• The influence gap: What suppliers can realistically change, and where government intervention is required
• Collective action: Practical steps the sector can take to improve outcomes for both customers and suppliers

The full recording is available here.

To explore what good prepayment support looks like in practice, and what it means for your organisation, contact Kevin Scott or Rachel Littlewood.