Social obligations
Performance summary 2022/2023
Overview of outputs
60Work with expert partners to improve our understanding of the needs of customers in vulnerable situations.We worked with a wide range of expert partners and were certified to the British Standards Institute Standard BS18477, which specifies requirements for responding to customers in vulnerable situations.
61Train staff to recognise the signs of vulnerability.We provided specialist training to the Priority Services Register (PSR) teams and contact centre staff. Field staff are trained on registering customers to the PSR.
Overview of outputs
62Contact vulnerable customers at least once every two years to check the details we hold on the Priority Services Register.We continue to maintain and develop the Priority Services Register (PSR), proactively contacting over 2 million PSR customers during 2022/23 (931,879 through our data cleanse team 1,078,662 during power cuts)
63Improve the quality of Priority Services Register data by working with other agencies and sharing information.We increased the number of referral partners that we work with to 180 in total. We added 31 new partners in 2022/23, with the aim of achieving a better balance in the types of agencies that we work with.
64Co-ordinate meetings with suppliers to agree criteria for vulnerability.29 ‘common needs codes’ are now in use across the industry.
Overview of outputs
65Raise awareness of the Priority Services Register.We worked with a range of organisations, including other utilities and fire and rescue services, to raise awareness of the PSR and used advertisements on Radio, in print and social media.
66Make 10,000 crisis packs available.(See note 1 below)Over the RIIO-ED1 period we have issued 10,894 crisis packs, exceeding the target by 9%
67Contact all customers who depend on a power supply for medical reasons every three hours during power cuts.(See note 2 below)In 2022/23 there were 53,919 customers who depend on a power supply for medical reasons that were affected by power cuts lasting longer than 3 hours. We make concerted efforts to contact such customers throughout the outages.
68Continue to provide practical support through the British Red Cross and other organisations as appropriate.British Red Cross support was not required in 2022/23. However we did use the help of the National Caterers Association during 21 prolonged power cuts, supporting 205 customers in total.
69Ask for feedback from customers in vulnerable situations about our service.We achieved customer satisfaction ratings of 9.1 out of 10 from customers on the PSR who had received a routine call to check their personal details.
70Develop ways of sharing information with local resilience forums.We work with local resilience forums across our four licence areas.
Overview of outputs
71Build a database of regional agencies we can refer customers to for help.There are fuel poverty projects in all our areas, working with a network of support agencies.
72Work with partners to develop links to and from our website.Details on our fuel poverty projects and links to partner organisations are available on our website.
73Develop joint information and awareness campaigns, and co-ordinate with partners to provide customers with help.Our Power Up programme helped 7,886 customers save over £2.9 million in 2022/23.
74Provide fuel poverty training to our staff who have contact with members of the public.We provide staff in our contact centre with customised training on fuel poverty and customers in vulnerable situations.
75Use data analysis to help identify areas with a high concentration of vulnerable households.We use data analysis to identify areas with a high concentration of vulnerable households.
76Develop local outreach services.‘Affordable Warmth’ schemes helped 12,243 customers to save over £12.3 million a this year.
Note 1: Targets are for the full eight year RIIO-ED1 period, not for a discrete year
Note 2: Target to be achieved each year of RIIO-ED1