Breathing Space
Say 'I lost my job' once, and the chasing stops while someone helps.
The job
Before anyone is cut off or chased for payment, finds households whose own words show medical dependency, hardship or a payment already made. Holds them with human approval, keeps the promised silence, and proves to the regulator nobody vulnerable was left in the dark.
The moment
Tomorrow's batch of accounts due to be cut off or chased has 4,210 accounts, laid out like a flight manifest.
A sweep takes 37 off the list because their own words show they need help. One says "my wife is on dialysis at home".
The team head approves in 90 seconds, and 29 of them take up a payment plan.
On the quiet board, 211 silence meters are green and one is red: a dialer campaign called at 10:14 despite the pause. One click fixes the do-not-call list, and a person apologises that afternoon.
What it does
- Approve disconnection holds
- Start breathing space
- Send payment-plan offer
- Fix a breach and apologise
- Escalate a 'paid, still dark' reconnection
- Publish the season certificate
What you see
A flight manifest of tomorrow's batch with offload stamps, a quiet board of silence meters, and a season-end lit-window city silhouette certificate
What it moves
Vulnerable households disconnected during the heat (aiming for zero), breaches per 1,000 paused customers, and how often promises to pay are kept during the pause compared with normal.
Built for
- Finance
