The response to storms Bert and Darragh in Wales late last year revealed serious flaws in the systems meant to help vulnerable individuals during such crises. The inaccurate lists of vulnerable people led to delays in providing assistance, with reports of staff being dispatched to non-existent addresses and even to homes where the individuals listed had passed away years earlier. The Carmarthenshire council, providing evidence to the Senedd’s climate committee, highlighted severe flaws in the utility firms’ priority customer data. These lists were described as outdated, incompatible with healthcare definitions of vulnerability, and necessitated significant time spent cross-referencing names with various records.
Paul Ridley, the civil contingencies manager at the council, emphasised the need for consistent interpretations of vulnerability across all agencies to ensure a more effective and efficient response to future emergencies. A call was made for greater awareness among organisations regarding data sharing practices and GDPR regulations, as highlighted by Ainsley Williams, the director of infrastructure at the council. The need for improved coordination and alignment of vulnerable customer data was also stressed by Ian Christie, the managing director of water services at Dŵr Cymru Welsh Water.
The issue of GDPR and the challenges it poses in sharing and updating customer information across different agencies was a key point of discussion. The need for a unified and up-to-date vulnerable customer list was emphasised by various stakeholders, including Conservative Janet Finch-Saunders, who raised concerns about the lack of a single comprehensive list used by all emergency services and organisations. The incident following January’s burst pipe in north Wales, which left thousands without water, further underscored the critical need for a more cohesive approach to managing vulnerable customer data.
Efforts are being made to address these challenges, with a task-and-finish group established to explore solutions, as highlighted by Huw Irranca-Davies, the deputy first minister. The need for timely access to accurate information was raised by Labour MS Carolyn Thomas, who questioned delays in providing vital registers to local councils during emergencies like storm Darragh. These discussions shed light on the gaps and weaknesses in the current system, underscoring the urgency of reforms and improved coordination among agencies to better assist vulnerable individuals during crises.
As highlighted by Liam O’Sullivan, the director of ScottishPower Energy Networks, the dynamic nature of customer information, coupled with data protection regulations, presents ongoing challenges in maintaining accurate and updated lists of vulnerable individuals. The need for proactive measures to streamline data sharing processes and ensure timely access to vital information for emergency response teams was a recurring theme during the committee hearing. The focus on addressing these systemic issues and developing more robust mechanisms for identifying and supporting vulnerable individuals in times of crisis remains a pressing concern for all stakeholders involved.
In conclusion, the recent assessments and discussions regarding the response to storms Bert and Darragh in Wales have brought to light the critical importance of accurate, up-to-date, and easily accessible data on vulnerable individuals during emergencies. The identified flaws in the current systems underscore the need for improved coordination, data sharing practices, and awareness among agencies to ensure a more efficient and effective response to future crises. The calls for a unified vulnerable customer list and enhanced data management processes signal a collective effort to address the shortcomings and better safeguard vulnerable individuals in times of need.