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Social obligations

Performance summary 2020/2021

  • 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 certified to 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. Field staff are trained on registering customers to the PSR.

  • 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 1,019,836 PSR customers during 2020/21, which allowed us to update 22% of our records.

    Improve 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 118 in total. We added 12 new partners in 2020/21, with the aim of achieving a better balance in the types of agencies that we work with.

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

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

  • Overview of outputs

    Raise 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.

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

    To date we have issued 8,044 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 called 79.2% of these customers within one hour of a fault and 96.2% in under two hours.

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

    We provided British Red Cross support during 11 prolonged power cuts, supporting 309 customers in total.

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

    We achieved customer satisfaction ratings of 9.45 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. For 2020/21 this included additional support for Covid-19 pandemic response issues.

  • 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.

    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 six ‘Power Up’ fuel poverty schemes to support customers who are facing fuel poverty. We supported 8,603 customers to save over £3.4 million a year.

    Provide 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.

    Use 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. During 2020/21 the PSR hub was viewed 130,556 times.

    Develop local outreach services.

    ‘Affordable Warmth’ and other outreach services helped 10,619 customers to save over £5.8 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.

Full summary report

RIIO-ED1 Business Plan Commitments summary report

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