How we're supporting vulnerable customers this winter

We have a key role to play in supporting vulnerable customers this winter – and we’ve outlined how we’re going to do it.

In our latest Business Plan, we’ve detailed our commitment to support the most vulnerable customers in the communities we serve by extending our current initiatives, and harnessing new and innovative approaches.

For us, vulnerable customers aren’t just those who are at risk of fuel poverty or struggling to pay for their energy this winter. We have many customers who rely on electricity for life-saving medical equipment at home, such as dialysis machines and respirators, as well as customers who are elderly or looking after very young children and need the guarantee of a warm home.

This winter, our teams will work around the clock to ensure we continue to identify and support vulnerable customers across the regions we serve. We will also do everything we can to help all our customers to prepare for the winter, providing tips and guidance on how to make your home ready for potential supply interruptions due to cold weather and storms.

We’re proud to have led the way when it comes to delivering bespoke services to protect those most vulnerable in the communities we serve. This includes tailored support during power cuts, as well as initiatives to tackle fuel poverty and maximising opportunities for customers to participate in, and benefit from, the smart energy transition. Since 2015, we’ve helped more than 92,000 fuel-poor customers save over £37 million on their energy bills.

Our extensive Priority Services Register provides extra help and support in the event of a power cut for those who are elderly, ill or disabled, or rely on power for medical equipment. This winter, we are continuing our support for our communities through our ground-breaking Community Matters Fund, which is providing £3 million to help grassroots organisations deliver vital services and support to people in need.

Looking to the Future

Our RIIO-ED2 Business Plan for 2023-2028 targets vulnerability as one of four strategic outcomes, as part of our most ambitious programme of inclusive support ever. We’ll expand many of our current initiatives, including the Priority Services Register – to reach up to 80% of identified eligible customers - and the Community Matters Fund, which will award at least £1 million every year to support projects in our region.

Our proposal for RIIO-ED2 is that we will enable more than 113,000 people to save £60 million during RIIO-ED2. We also plan to offer bespoke smart energy action plans to at least 600,000 PSR customers each year.

We’ll also be harnessing the latest innovation, such as smart meter technology and usage trend modelling, to help identify and support harder to reach customers who may need extra care.

We remain committed to providing the support that is needed by our customers, not just through the coming winter, or even through the next price control period, but always.