Our Customer Vulnerability Strategy builds upon the work we’ve already undertaken to help protect customers in vulnerable situations.
Our new strategy is our most ambitious and challenging to date. It details our goal of keeping all our customers safe, warm and independent in their homes as well as our ambition to never leave a customer vulnerable without gas.
The overarching principle of our strategy is to provide services for all, recognising the requirements of each customer individually and tailoring services to meet their needs. Our strategy has been developed against three tiers - our aim, our strategy to plan and our plan to commitments.
We continue to work to understand the many and varied situations that can lead to vulnerability across the communities we serve. We will help all of our customers to understand the range of additional support available to those in vulnerable situations so that we and others can better serve their needs.
Our commitments
We recognise that an absence of gas to people’s homes and businesses can leave anyone vulnerable and seek to provide a range of additional welfare and technical support, especially to those who need it most.
Our commitments
We will continue to raise awareness of the dangers of carbon monoxide by expanding the reach of our awareness and education programmes and distributing potentially life-saving carbon monoxide alarms.
Our commitments
We are assessing the best ways to provide whole home solutions to tackle and reduce fuel poverty. This will include delivering fuel poor gas network extensions and in-house interventions for customers on and off the gas network. We are considering how to improve affordability by offering energy and income advice to customers in vulnerable situations.
Our commitments
