BSI Launch of BS ISO 22458 Consumer Vulnerability - event speakers

David Bell is BSI’s Director of Standards Policy. He heads a team of 25 which is responsible for BSI's input to the international and European standards bodies, ISO IEC, CEN and CENELEC on technical and policy issues. In addition, David manages BSI's institutional relations with national and regional standards organizations, as well as relations with UK government and with key stakeholders, including consumer and public interest groups.

An economist by training, David is the UK member of the Council of ISO and is a member of the policy and finance committees of CEN and CENELEC. David can help you with just about any question about BSI/standards, but especially if it’s something to do with big picture policy questions.

Michael is Product Strategy Director for Civica's Case Management division and has worked on projects, around the world, helping organisations to gain when customers complain. His experience covers a wide range of sectors including insurance, travel, transport, leisure, manufacturing, automotive, consumer lending, mortgages, property management, healthcare and government. He has written books and many articles on how business benefits can be delivered through the effective handling and analysis of complaints. He is a co-founder of the UK Complaint Handling Awards which also incorporates categories related to organizational best practices in addressing consumer vulnerability. His other roles include being a committee member for the British Standards Institution's Customer Service Committee (SVS/0) as well as being a participating committee member in the development of international standards (ISO) including acting as a chair of the committee that drafted ISO 22458.

Sadie Dainton is the Senior Consumer Policy Manager at BSI. Sadie is the Chair of ISO COPOLCO (Committee on Consumer Policy) for 2022-2023 term. She is responsible for transforming BSI’s relationship with UK consumer stakeholders, in terms of its reach and engagement within the UK consumer landscape and articulating BSI’s policy on consumer and public interest issues. She  works with consumer and public interest organizations and stakeholders, through the BSI Consumer Forum, to ensure the consumer view is represented at policy and technical level within BSI and Internationally.

My name is Julie Walker and have worked in the energy business for 20 years with the last 9 years in Scottish and Southern Electricity Networks following my passion to help others and develop the business in order to safeguarding customers in vulnerable situations.   My current role as ED2 Consumer Vulnerability Mobilisation Manager has been to focus on what the future challenges hold and have produced a new Consumer Vulnerability Strategy and developed a business plan to meet and deliver our customers in vulnerable situations robust supportive and meaningful benefits. I was successful in achieving the BS18477 Inclusive Service Provision for several years and have been privileged to work with many experts from around the globe to introduce the new ISO 22458.  

Peter McClenaghan is Director of Infrastructure and Sustainability at the Consumer Council for Northern Ireland, responsible for the strategic leadership of energy, water, and transport policy. 

Prior to joining the Consumer Council, Peter worked as a consultant advising GB utility companies and undertook a secondment as Head Regulatory Economist at an international payments company. 

Peter developed his utilities expertise managing regulatory affairs and compliance for firmus energy Gas Distribution and Supply. He also spent six years working as a senior policy advisor to Government Ministers and MPs.

Peter has served as chairperson of advocacy charity Voice of Young People in Care since December 2020.

Andy is the Head of Customer Experience and Strategy at South East Water having worked in customer experience and consultancy roles across the water industry for over 25 years.

He is responsible for a range of customer activities including the company’s vulnerability and affordability strategy as well as the water efficiency and Customer Satisfaction delivery programmes.

With a team responsible for the company’s customer and stakeholder engagement activities he is able to utilise the insight provided through the engagement strategy to make a continuing improvement in all key customer areas of delivery.

He has led on the recent work to utilise the Digital Economy Act with local councils to develop data shares to auto enrol customers onto affordability support as well as enabling the allocation of council funding direct to South East Water customers in Kent.

His team were the first water company to achieve BSI: 18477 Inclusive Service Provision accreditation in the water industry and they share a passion for ongoing quality improvement.