Supporting vulnerable households

Together with our established network of Safe & Warm community partners, we’re helping families stay safe and warm at home through our energy safeguarding and financial resilience programmes.

We’re trusted to walk through the doors of around 300,000 homes each year as we respond to gas emergencies and upgrade our network. Being invited through the front door is a responsibility we take very seriously. 

Our unique position makes us well placed to both provide direct support and coordinate access to a wider network of services to help people use energy safely, efficiently and affordably. 

We look after our communities, working hand in hand with expert organisations to get help and support to those most vulnerable. Our people are trained and skilled to recognise our customers' needs, and it's in our nature to go above and beyond. 

Our programmes

Providing services beyond the meter

We’re helping vulnerable households as we go about our day-to-day operational work by providing direct ‘beyond the meter’ services.

Supporting priority customer groups

We’ve designed programmes targeted at key priority customer groups that are most likely to need trusted help to maintain a safe and warm home. 

These include, but are not limited to, critically ill people, digitally and culturally excluded groups, disabled people, families with young children, financially vulnerable people, people with mental health conditions, older people, unpaid carers, and young at-risk people.

Tackling fuel poverty and energy affordability

We’re delivering targeted support for customers struggling to afford energy in the most vulnerable geographical areas within our networks, identified by our Vulnerability Index data.

Reducing carbon monoxide harm

We’re increasing awareness and reducing carbon monoxide harm among those groups most at risk through our data-driven approach.

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