Page 21 - Gi_Feb2020

Jo Giles, Cadent’s Customer Safeguarding Manager, to the relevant agencies. Cadent will
urges utility companies to join the fight against proactively identify hot spots of potential
scam victims through data tools
scammers who target vulnerable customers available to us and to support a greater
awareness of scams across our networks.
s a gas network and emergency We will deliver 10,000 aids (such as
service, our engineers – like Our collective ambition in launching anti-scam door stickers and notepads) to
many of you reading this – meet Utilities Against Scams is to: support key guidance to prevent scams
and talk with customers on a Provide a way for utility companies to as detailed in the UAS guidance.”
A daily basis. That’s many sign up and commit to taking a stand When we launched the project in
hundreds if not many thousands of against scams November, we produced guidance and
customers in any one day. Create a clear and consistent practical advice which is available to
It’s that unique role of entering homes approach for how essential services any of the organisations that sign up to
and witnessing life happen that puts us of communications, energy and become part of the UAS family. This
in a privileged position. Sadly, we know water can spot, stop and prevent ranges from case studies and guidance,
that many thousands of people may go scams as we interact with the to artwork for door stickers for
weeks, or even months, without talking communities we serve customers helping them to be more
to a friend or family member. Provide principles-based advice to aware and self-resilient, plus social
Isolation and loneliness is something allow companies to support customers, media posts. Importantly all of the
that impacts many within our colleagues and good company practice materials are free for utilities to use,
communities. Recent figures show that in a way that is accessible to all within including the utility specific training
200,000 older people have not had a their existing resources which has been created with National
conversation with friends or family for Trading Standards.
an entire month. Utility companies interact with
And it’s a terrible reality that this sector We’re simply not prepared to customers on a daily basis, whether
of the community is fast becoming easy let our customers be a target having a telephone conversation,
prey for criminal scammers. of scams. We formed a new communicating digitally or face to face
While any one, of any age, could be alliance a few months ago when carrying out work in the
targeted, organised criminals have community or in a customer’s home. In
spotted the opportunity and potential called Utilities Against Scams the digital age, it is becoming easier for
rich pickings from scamming people (UAS), which aims to provide criminals to pose as legitimate
living in such vulnerable circumstances. practical support to tackle this companies and scam people out of large
Why is it important that we focus on issue head on sums of money. This not only impacts
this? It’s important for many reasons. customers both financially and
Not least the fact that only five per cent emotionally, but also creates
of scams are reported, and more than reputational risk for our businesses and
50 per cent of people aged 65+ have the wider industry.
been targeted by criminals. On average, We have well known and trusted
victims lose around £3,000. branding, something we’ve all worked
There are now 11.8 million people hard to build. It just makes no business
aged 65 or over in the UK. That will rise sense to stand by and let it be copied by
by more than 40 per cent in the next 17 others to look official either on the
years, to over 16 million. By 2033, the doorstep, over the phone or via email/
number of people aged 85 and over is post. And we know from the latest
projected to more than double again to Consumer Harm Report, produced
reach 3.2 million, or five per cent of the annually by National Trading Standards
total population. Scams Team, that green energy related
I’m proud to say that the utility scams are one of the emerging trends.
industry as a whole is now taking a Helping a colleague spot, stop and As utilities, we can take a stand to
stand. We’re simply not prepared to let prevent scams are three key steps to the help stop this and the UAS guidance
our customers be a target of scams. We UAS guidance. A major part of that provides a number of examples how we
formed a new alliance a few months ago practical response is to train our can do this in a consistent way. I urge
called Utilities Against Scams (UAS), customer-facing employees to be the all utility companies – large and small
which aims to provide practical support ‘eyes and ears’ of this project. If they – to join UAS, meaning that we can take
to tackle this issue head on. can more easily spot warning signs, a stand together.
While I’m writing this article as they can then provide help/guidance Scammers may play upon factors
Customer Safeguarding Manager for the and report potential scams. such as isolation and loneliness to gain
gas network Cadent, I’m also writing it We are also committed to spreading trust and become a ‘friend’ as they
on behalf of the companies that joined the word within the industry, so that the might be the only person that customer
forces to form UAS. To get this project network can expand rapidly and has seen or spoken to for a number of
off the ground, Cadent has been joined become a major force in fighting scams. days or weeks. We have an opportunity
by Anglian Water, British Gas, the Each company has made a public to help spot, stop and prevent scams to
Consumer Council for Water, Plusnet, pledge. Cadent’s is this: “All customer support customers to stay safe, warm
SSE and Yorkshire Water, and is being facing staff will complete the UAS and independent in their homes.
supported by the National Trading training to help them to spot and stop As essential service providers, and
Standards Scams Team. scams where possible through reporting as employers, we have a responsibility

21

16/01/2020 14:55
UtilitiesAgainstScams.indd 2
UtilitiesAgainstScams.indd 2 16/01/2020 14:55