Leading Through Energy Affordability | From Customer Service Issue to Business Crisis — Ben Nathan, E Source (S5:E5)

The utility industry says affordability is a priority. So why do half of struggling customers expect to lose power in the next 12 months — and 80% don't even know help exists?That number — nearly 50% — comes straight from a national E Source survey conducted in February 2025, and it stops you cold. In this episode of our "Leading Through Energy Affordability" series, Ben Nathan, Director of Affordability and Equity at E Source, returns to Just Power to lay out the full scope of the affordability crisis hitting utilities and their customers right now. From the $5.5 billion in outstanding customer debt accumulating on utility balance sheets, to the 80% of eligible customers who have no idea help even exists, Ben brings the data — and the honest assessment of what a credible industry response actually looks like. Highlights• The numbers are getting worse, fast. 62% of surveyed customers report higher bills year over year, a third are cutting food to pay their utility bills, and the window for a customer to recover from missed payments has dropped from three months to just one or two.• Awareness is the biggest barrier — and it's fixable. 80% of eligible customers don't know utility assistance programs exist. Ben breaks down why community-based messengers, mobile outreach, and faith-based partnerships are proving more effective than bill inserts alone.• What a real affordability strategy looks like. Most utilities still don't have one. Ben describes what a holistic, portfolio-based approach — with actual KPIs and stacked program offerings — looks like, and why new organizational structures (think: Chief Affordability Officer) may be necessary to make it stick.• Data centers and the communities hosting them. Utilities are beginning to negotiate community affordability agreements — direct contributions to energy assistance funds, efficiency program funding, and workforce development commitments. • Customer debt is now a business crisis, not just a social one. With $5.5B+ in arrearages hitting utility balance sheets, Ben explains why drawing down that debt through proactive outreach and program enrollment is becoming a financial imperative.• Demand-side investment as essential infrastructure. Weatherization and efficiency programs aren't charity — they reduce grid load, lower utility capital costs, and deliver real quality-of-life gains for customers. Ben makes the case for why these programs belong in every credible affordability strategy.About our guest, Ben Nathan: Ben is the Director of Affordability and Equity at E Source. https://www.esource.com/ LinkedIn: https://www.linkedin.com/in/ben-nathan-676a83b5/About our host, Carolyn Parrs: Carolyn is a Senior Strategic Communications Leader and the CEO of Mind Over Markets. mindovermarkets.com; LinkedIn: https://www.linkedin.com/in/carolynparrs/Just Power Podcast is about the human side of the clean energy transition. The podcast focuses on grid modernization, energy affordability, and community engagement — featuring leaders from utilities, policy, technology, and frontline communities navigating the real-world impacts of energy infrastructure change.🔔 Never Miss an Episode of This Series! Subscribe Now.YouTube Channel: https://www.youtube.com/@TheJustPowerPodcast?sub_confirmation=1💖 Spread the LoveLike, comment, and share this episode with a friend, policymaker, or energy provider who needs to hear this.YouTubeFacebookInstagramNew Mexico State University MicrolearningMind Over MarketsLinkedIn