WPD’s Interactive Business Plan

Click on the pins to find out how we’re doing with our performance commitments.

Find out how we’re doing with our performance commitments.

School/child safety

Customer satisfaction

Vulnerable customer support

Fuel poverty customer savings

Power cut reductions

Net Zero

Heat pumps

Local authority engagement to support net zero planning

Community and charity support

Flood defences

Areas of Outstanding Natural Beauty

Community Energy Support

  • School/child safety

    Current performance:
    Educate 62,500 children on electrical safety per year.

    Target performance (By 2028):
    Educate 80,000 children on electrical safety per year.

    Positive benefit for customers:
    Keep children safe around our Electricity equipment and reducing the risk that they could come to harm.

     

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  • Customer satisfaction

    Current performance:
    Achieving an average customer satisfaction rate of >89% for all connection types (including major connections and low carbon technology).

    Target performance (By 2028):
    Achieve an average customer satisfaction of 90% or higher for all connection types (including major connections and low carbon technology connections).

    Positive benefit for customers:
    Excellent and improved service across all aspects of the connections process including quotations and completed works.

     

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  • Vulnerable customer support

    Current performance:
    Increase the number of customers registered on the Priority Services Register by 20,000 a year.

    Target performance (By 2028):
    Increase the number of customers registered on the Priority Services Register to 40% of eligible customers, including 50,000 hard-to-reach customers each year.

    Positive benefit for customers:
    Customers with the most serious vulnerabilities are proactively identified and offered support.

     

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  • Fuel poverty customer savings

    Current performance:
    70,000 customers saved £27m in the last 5 years.

    Target performance (By 2028):
    113,000 customers to save £60m between 2023-2028. Also, 600,000 Priority Services Register customers to be offered a bespoke smart energy action plan each year.

    Positive benefit for customers:
    Customers living in cold homes and/or struggling to afford their energy bills receive tailored support to make long term changes to improve their ability to afford to heat their home. Also, smart energy action plan will offer targeted advice and support for vulnerable customers in relation to low carbon technologies, smart maters and flexible energy services, for example.

     

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  • Power cut reductions

    Current performance:
    On average customer experience one power cut every two years, lasting 24 minutes.

    Target performance (By 2028):
    Deliver improved network reliability where on average power cuts are better than one interruption every two years lasting 24 minutes.

    Positive benefit for customers:
    Customers receive a highly reliable supply of electricity, delivering our lowest ever power cut levels with an average duration of less than 24 minutes per year.

     

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  • Net Zero

    Current performance:
    New commitment.

    Target performance (By 2028):
    Achieve net zero in our internal business carbon footprint by 2028 (excluding network losses) and follow a verified science based target of 1.5°C to limit the climate impact of our activities. Also, make it easy for customers to connect low carbon technologies, ensuring WPD is able to connect up to 1.5 million electric vehicles.

    Positive benefit for customers:
    Accelerate a reduction in carbon emissions to minimise our impact on climate change. Customers will also be able to connect electric vehicle chargers without delay.

     

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    Find out more - EVs

  • Heat pumps

    Current performance:
    New commitment.

    Target performance (By 2028):
    Make it easy for customers to connect low carbon technologies, ensuring WPD is able to connect up to 600,000 heat pumps. Also, create a low carbon technology advisory service, providing support for peoples witching to heat pumps.

    Positive benefit for customers:
    Customers can easily connect heat pumps without delays due to lack of available capacity, and benefit from financial and carbon savings as a result.

     

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  • Local authority engagement to support net zero planning

    Current performance:
    New commitment.

    Target performance (By 2028):
    Ensure capacity availability to enable net zero to be achieved across our regions sooner than 2050 (some areas as soon as 2030), in line with the ambitions of stakeholders in each region.

    Positive benefit for customers:
    Support the UK’s net zero aspirations and the government’s Ten Point Plan by ensuring the electricity network is capable of achieving this well ahead of the government’s overall target of 2050 for those local authority regions that plan to do so.

     

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  • Community and charity support

    Current performance:
    New commitment.

    Target performance (By 2028):
    Support local people in our communities via an annual £1m ‘Community Matters’ fund, funded entirely by shareholders at no cost to customers.

    Positive benefit for customers:
    Act as a socially responsible business that will support the needs of the local communities we serve – delivering key corporate social responsibility initiatives to help people in vulnerable situations.

     

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  • Flood defences

    Current performance:
    Currently reduce the flooding risk at substations by undertaking 72 flood defences.

    Target performance (By 2028):
    Reduce the flooding risk at key sites by undertaking 102 flood defence schemes and engage stakeholders to reduce the need for new assets in flood risk areas.

    Positive benefit for customers:
    Improve the resilience of the network to severe flooding, therefore reducing the risk of power cuts and disruption to customers.

     

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  • Areas of Outstanding Natural Beauty

    Current performance:
    Remove up to 29km of overhead lines in Areas of Outstanding Natural Beauty.

    Target performance (By 2028):
    Remove up to 50km of overhead lines in Areas of Outstanding Natural Beauty.

    Positive benefit for customers:
    Improve the visual amenity of the landscape in beauty spots across our operating region.

     

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  • Community Energy Support

    Current performance:
    Currently support local community energy groups by holding 10 community energy surgeries per year.

    Target performance (By 2028):
    Support local community energy groups by holding 60 community energy surgeries per year and providing a dedicated WPD community energy representative who will assist to with connection and flexibility offers.

    Positive benefit for customers:
    Community groups with less knowledge and expertise of the connections process receive tailored support to develop their schemes and connect to the network. This will increase their confidence and understanding of our processes, so that they find it easier to gain access to our network.

     

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