The Covid-19 pandemic has caused undeniable personal suffering and fiscal chaos across the UK – and, indeed, the world - for most of 2020, a year that many of us personally, professionally and economically have found difficult in ways we could never have anticipated.

There are no prizes for realising that the UK aviation industry is currently in the depths of its biggest crisis in history, with most issues either created - or at least exacerbated - by the Covid-19 pandemic.

We’re seeing a variety of new trends affecting the utilities market, relating to the environment, infrastructure and consumers.

We’ve just commissioned some independent research into “Fairness in Collections” to gain a deeper insight into the issues facing people who are in debt.

The pandemic isn’t only affecting us as individuals – it’s affecting us as societies and economies too.

Angela Knowles-Ellis, Head of Telephony at a Capita run contact centre in Darlington, explains how training from bereavement charity Winston’s Wish has helped staff deal with vulnerable customers during the pandemic.

One of the things that the pandemic has surfaced is increasing inequality. The impact of Covid- 19 continues to take its toll not only on people’s physical and mental health but also on their financial stability.

As a market leader in debt management, we are witnessing first-hand the devastating financial impact Covid-19 is having on the personal finances of so many people.

The utility industry has faced consistent challenges with customer satisfaction, and is rated lower than the UK average for transparency, customer ethos and emotional connection.

In the second instalment of our aviation series, we’re focusing on the topic of climate resilience, what it means for airports, and how taking certain actions now can secure or threaten their operational futures.