Home Move Index
for Utilities
Predicting customers
moving home
In the utilities sector alone, we estimate that around
£1.5 billion of debt is created in the home move process.
Utilities need a way to predict – as early as possible –
when a customer is about to move home.
With 80% of debt and 50% of all fraud
being associated with the home
move process, this is a real, current
issue for utility providers.
Experian’s new Home Move Index
(HMI) helps you understand who is
likely to move across your customer
base, before the for sale sign goes
up. This allows you to be more
agile and proactively manage the
customer journey in order to fulfil
your business objectives.
Our HMI can identify manageable
customer segments with a propensity
to move home higher than 50%.
In the most transient 5% of private
renters, this propensity is 71%.
Your challenges
• Correct billing
• Legislation and regulation
• Debt and fraud risk
• Customer satisfaction
• Vulnerable customers
• Customer retention
Benefits to your business
The principle of our HMI is simple.
We will review all or a selection of
your customer base and tell you
which customers are most likely to
move in the next 6 months. Once you
have this information, you can take
appropriate action to:
• Raise the collections priority
• Collect extra data to ensure you
can still contact them when
they move
• Retain the customer
• Sell a home move service
Results
A proactive approach to the home
move process will achieve:
• Low levels of debt
• Higher retention rates
• Improved client satisfaction scores
Experian provides services to
the top 6 energy companies
and to 10 of the UK’s top
water companies that
between them have 90% of
UK consumer coverage
Landmark House
Experian Way
Nottingham
NG80 1ZZ
T 0115 941 0888
F 0115 828 6341
www.experian.co.uk
How the model works
1. We monitor your customers’
behaviour using data from
Land Registry, Credit Account
Previous Searches (CAPS),
and geo-demographic data,
complemented by Credit
Account Information Sharing
(CAIS) data for scheme
members.
2. We then score your customers on
their propensity to move home in
the next 6 months – delivering to
you either an index or a list of the
highest propensity customers,
based on your preferences.
3. You can then proactively
manage your customers more
appropriately to tackle the
home move challenge head on.
What next?
Let’s talk about how we can help you deliver the full benefits of predicting
when your customers are exhibiting behaviour associated with moving home.
Please contact your Experian account manager or consultant.
Our credentials
Experian provides services to the top 6 energy companies and to 10 of the
UK’s top water companies that between them have 90% of UK consumer
coverage.
Our insight, software and analysis helps utilities increase efficiency, manage
risk more effectively and improve customer service.
We can provide data and insight to equip you with a better understanding of
your customers and their circumstances throughout the home move process –
whilst considering the levels of financial risk they could expose.
© Experian 2013.
For more information, contact your account
manager or email
[email protected]
www.experian.co.uk/utilities
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