We are working on some comms for our customers around how we can help with the cost-of-living crisis. We do many of the typical things like meter top ups, energy vouchers, food parcels, emergency shopping vouchers, etc, but we are not sure that our customers know this help is available until they are in a terrible situation. I’d be interested to hear how others are communicating the help available including the language/badging of these services. We promote our Money Matters service through social media, website, customer newsletters, arrears letters, etc. 

But our concern is that some customers might think they are not eligible if they are not in absolute crisis and therefore don’t seek help early on or don’t have enough trust that we can help them. Has anybody else done some work on this they’d be happy to share?