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Social obligations

Performance summary 2017/2018

  • Overview of outputs

    Work 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 accredited with the British Standards Institute (Standard BS18477), which specifies requirements for responding to customers in vulnerable situations.

    Train staff to recognise the signs of vulnerability.

    We provided specialist training to the Priority Services Register (PSR) teams and contact centre staff.  We provided field staff with refresher training on referring customers in vulnerable situations to the PSR.

  • Overview of outputs

    Raise awareness of the Priority Services Register.

    We worked with a range of organisations, including water utilities and gas distribution networks, to raise awareness of the PSR.

    Make 10,000 crisis packs available.(See note 1 below)

    To date we have issued 5,494 crisis packs over the RIIO-ED1 period.

    Contact all customers who depend on a power supply for medical reasons every three hours during power cuts.(See note 2 below)

    During power cuts we prioritise contacting customers who depend on a power supply for medical reasons. We made 170,254 calls to PSR customers (including those who depend on a power supply for medical reasons) during power cuts.

    Continue to provide practical support through the British Red Cross and other organisations as appropriate.

    We provided British Red Cross support during 21 prolonged power cuts and once during a planned interruption.

    Ask for feedback from customers in vulnerable situations about our service.

    We achieved customer satisfaction ratings of 9.20 out of 10 from customers on the PSR who had received a routine call to check their personal details.

    Develop ways of sharing information with local resilience forums.

    We worked with 19 forums across our four licence areas. This included providing guidance to support businesses to plan for power cuts.

  • Overview of outputs

    Contact vulnerable customers at least once every two years to check the details we hold on the Priority Services Register.

    We contacted 955,664 PSR customers during 2017/18.

    Improve the quality of Priority Services Register data by working with other agencies and sharing information.

    We developed new methods for referring people to the Priority Services Register, with a focus on direct sign-ups. We hosted best-practice sessions with our 63 referral partners.

    Co-ordinate meetings with suppliers to agree criteria for vulnerability.

    27 new ‘common needs codes’ are now in use across the industry.

  • Overview of outputs

    Build 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.  During 2017/18 we introduced a new project with Air Liquide, who provide medical equipment in our areas.

    Work 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.

    Develop joint information and awareness campaigns, and co-ordinate with partners to provide customers with help.

    We have four ‘Power Up’ fuel poverty schemes to support customers who are facing fuel poverty.  We supported 8,021 customers to save over £2.1 million a year.

    Provide fuel poverty training to our staff who have contact with members of the public.

    We provide field staff and staff in our contact centre with customised training on fuel poverty and customers in vulnerable situations.

    Use data analysis to help identify areas with a high concentration of vulnerable households.

    In 2017/18, we refreshed the data analysis that we use to identify areas with a high concentration of vulnerable households.  We also carried out further analysis on the types of organisations that currently work with vulnerable customers.

    Develop local outreach services.

    ‘Affordable Warmth’ and other outreach services helped 7,208 customers to save over £3.3 million a year.

Note 1: This target is for the full eight-year RIIO-ED1 period, not for each separate year.

Note 2: This target is for each year of RIIO-ED1.

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