Genesis launched Manaaki Kenehi in September 2020 with the aim of improving outcomes for vulnerable customers and to help support households to better manage their energy use. The programme uses data analytics to help identify customers that may be experiencing early signs of financial hardship to ensure they can continue to heat their homes and keep their lights on.
Te Tira Manaaki o Kenehi – the Genesis caring team – attempts to contact 1,000 customers a month and works with them to provide personalised support and refer them to other budgeting and support agencies as appropriate. Genesis says Manaaki Kenehi is an example of how customers can be treated with empathy and flexibility while also improving aged debt and reducing disconnections.