ROAR Insights.

EVENT SUMMARY+ ¦ CCTTT2025 – Detailed Session Summaries

2025 Survey Questions Interesting discussion across the 4 sessions, building on the regulatory and data theme. Regulatory pressure intensifying, with smaller lenders feeling the greatest strain. AI adoption accelerating, but only working well where data discipline is strong. Growing financial stress among customers, especially those already struggling. Transparency demand is surging, with DSAR volumes rising sharply. Increased reliance on behavioural insights to drive engagement and outcomes. Firms shifting towards personalised, data-driven communication. Omnichannel flexibility becoming essential - customer preferences are… Read more

Insights ¦ Help! Support Needs Guide (2nd Edition, Nov 2025)

Published by: Money Advice Trust Search for original: Link Key Take Aways Recognising the support needs of disabled and vulnerable consumers is critical for financial services to reduce harm and promote inclusivity. Support encompasses any actions that facilitate access, understanding, and benefit from essential services, including communication adjustments, meeting arrangements, and accessibility in delivery channels. The guide lists over 120 types of support needs, highlighting the breadth of adjustments required across different interaction points. Person-centred support, reflecting individual variations in… Read more

Insights ¦ Water company performance report 2024-25

Published by: Ofwat Search for original: Link Key Take Aways The 2024-25 water performance report marks the culmination of the 2020-25 investment period, highlighting both sector-wide achievements and areas needing urgent improvement. Overall sector performance is mixed, with notable successes in drinking water quality, sewer flooding reduction, leakage decline, and expanding support for vulnerable customers. Pollution incidents remain alarmingly high, with a 27% increase over five years despite a 30% reduction commitment; only two companies reported reductions. Customer satisfaction has… Read more

Insights ¦ Internal AI Use Policy

Published by: Information Commissioner's Office Search for original: Link Key Take Aways The ICO recognises AI as a means to enhance decision-making, streamline operations, and improve stakeholder engagement while maintaining responsibility and transparency. Responsible AI adoption at the ICO is guided by principles of ethics, transparency, and alignment with core values, ensuring risks are proactively managed. All ICO employees and contractual third parties must understand and adhere to the organisation’s AI policies, especially section 4, which details required governance. Use… Read more

Insights ¦ maps-standards-2025

Published by: The Money and Pensions Service Search for original: Link Key Take Aways The MaPS Standards, approved by the FCA, establish high-level quality and performance benchmarks for money guidance services in the UK, aiming to ensure consistent, high-quality consumer experiences. The standards emphasise designing accessible, inclusive services that actively involve consumers and incorporate their feedback for continuous improvement. A strong focus is placed on engaging consumers across multiple channels—including face-to-face, digital, and community settings—to meet diverse needs. Organisational competence… Read more

Insights ¦ Money on my mind: Understanding the savings, debt and financial resilience of low-to-middle income families

Published by: Resolution Foundation Search for original: Link Key Take Aways Wealth, including liquid savings and accessible debt, plays a crucial role in financial resilience for low-to-middle income families, influencing their ability to respond to economic shocks. Two-thirds (64%) of working-age families have less than three months' income saved, with the disparity widening among the poorest, where 74% lack sufficient liquid savings. Many low-income households hold less than £1,000 in readily accessible savings, with almost half (49%) of the poorest… Read more