Going further for customers living in vulnerable situations.

We have a responsibility to ensure that the needs of our customers are understood and acted upon in a respectful and relevant way. We must find effective ways to identify our customers needs and understand the many situations that can lead to vulnerability across the communities we serve.

Our commitments

By 2026, we will have direct conversations with over two million of our customers to inform them of our Priority Services Register, which will ensure that they are provided with tailored services to meet their needs

Form over 80 strategic programme and project partnerships that will help to extend our reach and positive social impact.

We continue to raise awareness of the dangers through several innovative programmes, and intervene to reduce the risks from, this colourless, odourless toxic gas that can escape from poorly maintained flues and appliances.

Our commitments

By 2026, we will provide over 250,000 free CO alarms to customers living in fuel poverty. Lead nationwide education and awareness campaigns helping millions of customers reduce their risk of harm. Educate 200,000 of those most at risk to the dangers of CO.

We continue to explore how we go beyond the minimum standards of service and work with a range of partners to ensure we never leave a customer vulnerable without gas.

Our commitments

By 2026, we will replace, repair or service over 26,000 boilers and appliances at no cost to the household Train our front-line colleagues to spot signs of vulnerability and refer vulnerable situations to trained third parties for fully funded and tailored interventions.