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Fair and flexible service wins accreditation

UK Power Networks has retained its Inclusive Service Provision certificate from BSI, the business improvement company, acknowledging its support for customers living in vulnerable circumstances.

From Press releases - 10 April 2019 12:00 AM

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The power firm, which delivers electricity to 8.3 million customers across the East of England, London and the South East, has retained the accreditation, first achieved in this form last year.

The Inclusive Service Provision verification scheme shows organisations are providing a fair, flexible service that can be used by all consumers equally, regardless of their health, age or personal circumstances.

The scheme was developed as a recognised framework to help companies with their vulnerability objectives and ensure an inclusive service for customers.

In order to achieve verification certification, organisations undergo an independent assessment including a rigorous on-site audit to demonstrate the processes for identifying and responding to consumer vulnerability are working in practice.

More than 1.6million customers have signed up to UK Power Networks’ Priority Services Register which provides free extra help during power cuts, such as hot meals, home visits and hotel accommodation. This support and advice is aimed at pensioners, families with young children and people with communication needs, disabilities or health conditions.

One of the company’s latest projects has been working with Scope to increase employees’ understanding of disabled customers’ needs.

The link-up with the charity also ensures that disabled customers are aware of support they are eligible for, such as the register and energy café events,  as Scope’s research found customers who are disabled rely and pay more on electricity.

Kerry Potter, consumer vulnerability manager at UK Power Networks, said: “The auditors spent five days with us, looking at our processes from strategy to delivery across all types of customer serviceon a daily basis and during major incidents.

“We strive to provide a tailored service for all our customers, whatever their needs, so we create a service strategy that works for all. It’s a credit to everyone here and demonstrates our industry-leading commitment to inclusive service provision.”

Heather Nowak, scheme manager at BSI, said: “We’re delighted that UK Power Networks has achieved verification certification to BS 18477 for the fourth year running. This will help provide its customers with the confidence it is providing a fair, flexible service to all, regardless of their health, age or personal circumstances.

“By achieving verification certification to this standard, the team has demonstrated that it has the relevant policies and procedures, training plans and fair and accessible practices embedded within its organisation.”

To apply to join UK Power Networks’ Priority Services Register visit, ring 0800 169 9970, or email In the event of a power cut see from a mobile device, or ring 105.