ROAR Insights Members

Published by: Enforcement Conduct Board Search for original: Link Key Take Aways The enforcement sector demonstrates high compliance with National Standards, with 94% of visits adhering fully to guidelines. Despite overall compliance, breaches occur predominantly around privacy breaches, vulnerability recognition, enforcement hours, and conduct that could cause public embarrassment. Recognising and responding to vulnerability is notably deficient, with only 8 examples of agents acknowledging vulnerabilities during interactions. Enforcement actions outside the permitted hours (6am–9pm) account for 1% of breaches, often… Read more

Published by: Financial Conduct Authority Search for original: Link Key Take Aways The FCA is consulting on a comprehensive framework for operational incident and third-party reporting, targeting improved resilience and risk management across financial services firms. Proposed definitions clarify what constitutes an 'operational incident' and 'material third-party arrangement', aiming to standardise understanding and reporting criteria. Incidents will be reported through a structured process involving initial, intermediate, and final reports, with specific timelines to enhance timeliness and completeness of data. A… Read more

Published by: Anglian Water Search for original: Link Key Take Aways Anglian Water’s vulnerability strategy aims to make a meaningful and inclusive support system for customers, exceeding regulatory expectations in the water sector. The organisation has significantly expanded its Priority Services Register (PSR), supporting 14.7% of its customer base (~444,387 customers) as of March 2025. The strategy is built on core principles: customer control, accessible support, partnership working, and ongoing improvement, aligned with Ofwat’s guidance. The organisation has committed to… Read more

Published by: Ofwat Search for original: Link Key Take Aways Despite a slight decline, over half of water bill payers still struggle to pay household bills frequently, highlighting ongoing affordability pressures. Awareness of financial support options for water bills is increasing, now at 34%, with support receipt stabilising at 9%, second only to electricity among utility sectors. Concerns about water bills remain stable at 27%, with the worry about monthly increases also persisting, especially among those struggling financially. The proportion… Read more

Published by: Chris Fitch Search for original: Link Key Take Aways There exists a rare ‘once in 25 years’ opportunity to revolutionise vulnerability data-sharing in essential sectors, including financial services. Success hinges on adopting a human-centric approach that tackles consumer disincentives and logistical barriers to disclosure. Consistent, shared terminology around ‘data-sharing’, ‘disclosure’, and ‘vulnerability’ is vital to reduce misunderstandings and build trust. Systems should prioritise delivering actionable support over mere flags, preventing redundant disclosures and enhancing customer experience. Consumer control,… Read more