Following the release of our Vulnerability and Carbon Monoxide Allowance (VCMA) Annual Report, we're shining a light on the people and partners who have helped support over 1.3m vulnerable households in the last five years.
When William called us to report pressure problems with his boiler, our frontline engineer Ryan quickly realised he was facing far more than a technical problem.
Eighty-year-old William* was living with multiple health conditions, including recovering from prostate cancer, and was very vulnerable to the cold. On top of this, he had very recently lost his wife and was struggling with the heartbreaking decision of whether his poorly 14-year-old dog would need to be put to sleep.
Our Horsham-based frontline engineer Ryan Wright soon recognised that William needed extra help.
Ryan said: “After carrying out safety checks, I isolated the dangerous boiler. But when I was speaking to William, it became clear just how difficult things had become. With the sudden loss of his wife and the financial strain of funeral costs, William simply could not afford the call-out fee for a Gas Safe registered engineer, let alone a boiler replacement.”
“When I reassured William that we could replace his boiler for free through our Care & Repair scheme, he broke down in tears. William said to me ‘I was starting to think there wasn’t a God, but now I’m thinking maybe there is.’ Despite how much he was struggling, he felt guilty asking for help, but I reassured him that we would support him.”
After making the referral to our Careline team, Ryan didn’t rush off. He stayed. He looked through photos of William’s late wife and listened as he spoke about his life and the grief he was carrying.
Following the visit, our Careline team continued their support. A qualified Gas Safe registered engineer from our contract partner, Universal Gas Solutions, visited William the next day and his faulty boiler was replaced within days, as well as installing a new gas hob, all for free.
Ryan said: “We gave William a lifeline. Now he knows he’s not alone and there’s always someone to help him stay safe and warm at home.”
Find out more about the impact we’re delivering in our VCMA Annual Report here.
*Name changed for privacy
Our impact
Our frontline teams have referred 50,557 vulnerable households for extra help since 2021.
Every year, our engineers’ confidence in identifying and supporting vulnerable households grows. This year, they’ve referred 18,887 households, which is a 30% increase on last year.
