We strengthen our success

We have strengthened our place at the top of the industry table for stakeholder engagement and customer vulnerability in the annual Ofgem incentive, extending our lead over the second placed company and making it seven years running at number one.

The Ofgem Stakeholder Engagement and Customer Vulnerability Incentive is designed to encourage electricity and gas network and transmission operators to proactively engage effectively with stakeholders and deliver a socially responsible and inclusive service. The reward is based upon the assessment of three submitted written documents covering the strategy and resulting outcomes that evidence how the company is collaborating with stakeholders to achieve positive results. A thorough, independent audit is completed and the process culminates in an Ofgem panel interview.

We were able to demonstrate that engagement led to 195 positive individual outcomes for customers, including the development of new actions such as the horizon scanning of existing vulnerable customer services which led to 29 new Priority Services Register partners, and website updates to simplify connections applications and improve accessibility. 

Our score increased this year to 8.75 out of 10, increasing the gap between ourselves and Northern Powergrid in second place. The result has generated a reward to us of around £6.94 million.

Alex Wilkes, WPD Stakeholder Engagement Manager, said: “To maintain and extend our lead is a fantastic achievement. We are absolutely thrilled with the result, which is thanks to the hard work from everyone across the business.”