In today’s fast‑paced environment, utility providers are under growing pressure to deliver efficient services while supporting customers through rising cost‑of‑living challenges. Many customers are now seeking additional help, making it more important than ever for providers to identify vulnerability early and respond appropriately.
However, outdated and manual processes often stand in the way.
Why traditional utility processes are holding us back
Many providers still rely on manual data entry and fragmented systems that slow down operations and create unnecessary friction. These inefficiencies not only increase operational costs but also make it harder to respond quickly when customers need support the most.
At a time when customer needs can change rapidly, delayed or incomplete information limits the ability to act with empathy and precision.
Enter Payit’s Premium Account Information Service
Payit’s Premium Account Information Service (AIS) offers a more intelligent, customer‑centric approach. By securely accessing verified bank transaction data in real time, providers gain a clear and accurate view of a customer’s financial position throughout their journey.
This removes guesswork, reduces manual effort, and — most importantly — enables earlier and more effective support for customers who may be in need.
Supporting vulnerable customers with Premium AIS
According to the latest fuel poverty statistics, 2.7 million1 households in England cannot afford the energy needed to maintain a safe, comfortable home. Premium AIS income validation provides an up‑to‑date view of customer transactions, enabling utility providers to identify payments that signal customers should be added to the Priority Services Register and identify customers in need of additional financial support, and to act in real-time to deliver the appropriate support.
Benefits for Utility Providers
- Identify vulnerability
Real‑time income and transaction data helps surface potential financial stress. - Proactive engagement
Up‑to‑date data enables teams to reach out at the right moment and offer tailored support. - Faster case resolution
Clear, verified income information reduces delays and speeds up support processes. - More consistent decisions
Reliable data ensure fair, accurate, and compliant decisions across the entire customer lifecycle.
Beyond vulnerability support, Premium AIS helps streamline operations and improve customer experience:
- Improved accuracy from the start
Bank‑verified data reduces errors and unnecessary administration. - Operational efficiency
Automation removes manual processes, freeing teams to focus on customer outcomes rather than data handling. - Enhanced customer experience
Faster, simpler interactions reduce friction and improve satisfaction.
Why it matters for customers
Premium AIS enables providers to understand customer circumstances, so support can be offered more quickly when it’s needed most. This reduces the pressure on customers, as they no longer need to repeatedly explain or provide evidence of their situation. With access to real-time income information, providers can make fairer decisions that reflect changing financial circumstances, ensuring support remains appropriate over time. Altogether, this creates a smoother, more supportive experience, with fewer hurdles and a seamless journey from start to finish.
Putting Customers First
For customers, Premium AIS offers greater transparency and control while enabling more personalised support when they need it most. A clearer understanding of their financial position allows providers to deliver more appropriate solutions — particularly during challenging times.
Research shows that approximately 70% of customers are open to sharing information from their bank via AIS2, valuing the balance of speed, convenience and security it provides.
Built on Trust and Security
As part of NatWest, Payit is grounded in strong security standards and Open Banking principles. Customers remain in control of their data, with consent‑based access ensuring information is handled safely, responsibly, and transparently.
This foundation of trust is critical to building stronger, more meaningful relationships between providers and their customers.
Looking Ahead
Payit’s Premium Account Information Service represents more than just operational improvement — it’s a step towards a more responsive, fair and customer‑focused utility sector.
By combining real‑time financial data with secure technology, providers can move beyond reactive service models and deliver proactive, compassionate support where it truly matters.
1https://energyguide.org.uk/fuel-poverty-statistics, March 2026
2 All statistics in this report are drawn from “Payit - Digital affordability Click Testing” survey research, conducted by NatWest Customer Intelligence & Effectiveness Team, among a sample of 1002 UK Respondents a nationally representative sample, who have completed an online purchase in the last two months. The data was collected between 30.10.2025 -13.11.2025
You will need to sign up to Payit terms and conditions, and you may need to hold an account with us. Your business must be based and trading in the UK with a turnover above £2m. You must be 18 years or older. Fees apply.