SGN has reached a landmark achievement, having provided vital support to one million vulnerable households through its Safe & Warm partnership network.
SGN established the partnership network in 2021 to support vulnerable people in the communities we serve. It is funded by the Vulnerability and Carbon Monoxide Allowance (VCMA).
The network now comprises over 130 charities and community organisations, including Age Scotland, Citizens Advice, Energy Systems Catapult, Fuel Bank Foundation, National Energy Action and Scope.
Signposting to these organisations is led by SGN’s frontline engineers, who visit around 300,000 homes each year, often encountering customers who need extra help. Through the company’s Careline service and referral pathways, these visits frequently lead to direct support for those in crisis including emergency welfare aid, energy efficiency advice and carbon monoxide awareness.
Since the launch, SGN and its partners have:
- Delivered over 2.3 million unique energy safeguarding services
- Helped 170,169 customers join the Priority Services Register
- Trained 7,956 community frontline workers to provide personalised energy efficiency advice and crisis support
- Exceeded the original target of helping 250,000 vulnerable households with their energy safeguarding needs by 2026
Together, these efforts have generated more than £90 million in social value for communities across Scotland and southern England.
The milestone was announced at SGN’s Winter Readiness event in Glasgow, which brought together over 140 charitable partners, organisations and stakeholders from across the UK to share learning and strengthen collaboration ahead of the colder months ahead.
Kerry Potter, Group Social Impact and Vulnerability Manager at SGN, said: “Reaching one million vulnerable households is an incredible achievement and one that wouldn’t have been possible without the commitment and compassion of our people and partners. Every one of those households has received meaningful, tangible support to help them stay safe and warm in their homes. By working closely with trusted organisations, we’ve built a network of collaborative partners that not only delivers immediate support but also builds long-term capacity in the communities we serve.”
At the event, SGN and its partners reflected on the progress of the Safe & Warm network. Frazer Scott, CEO of Energy Action Scotland, delivered the keynote speech, reminding partners that it’s their specialist knowledge and skills that enables them to provide the much-needed support in the vulnerable communities they work.
Lee Healey, CEO at IncomeMax, shared how SGN has partnered with them to help unlock benefits for eligible customers, offering to collaborate with other organisations who attended to help their customers in financial crisis.
Interactive panels featuring representatives from partners Age Scotland, Children First, DeafPlus, Energy Systems Catapult, SCARF, Scottish Professional Football League Trust, Warmworks and The Wise Group allowed virtual and in-person attendees to ask questions that explored best practice in supporting vulnerable customers this winter and beyond.
Kerry added that SGN is reaffirming its dedication to maintaining outstanding customer service and continuing to help vulnerable households by looking ahead and making preparations for the next price control period from 2026 to 2031.
