Caring Craig and the special team supporting vulnerable customers
More than 3 million people have now signed up for extra help in a power cut by joining UK Power Networks’ Priority Services Register (PSR) for vulnerable customers.
Power cuts don’t happen very often but when they do Craig Stanton and his Ipswich colleagues rise to the occasion offering free extra support if it’s needed. This dedicated team commit to regular check-ins, arranging hot drinks and food deliveries, and even provide generators or hotel stays in some circumstances.
Craig is proud of the work he does and his dedication is evident in the heartfelt thank you e-mails he receives from customers from Cromer on the North Norfolk coast to Brighton in the south and anywhere across London.
One Suffolk woman who had no other support wrote: “You were honestly amazing from start to finish. Your regular calls weren’t just helpful they were genuinely comforting. It made such a difference to know someone was checking in on me and keeping me updated.
“You brought care, kindness, and even food! That kind of support is rare and incredibly special. You made me feel looked after in a way that was far more personal than I ever expected, and I’m honestly so grateful.”
The free register is open to people who rely on medical equipment, have a serious or chronic illness or disability, are living with dementia, have mental health difficulties, are of pensionable age or have children under five.
Craig has worked for UK Power Networks in Ipswich for almost ten years and considers it a privilege that he can temporarily keep in touch with customers to support them until their electricity supply is restored.
Customer service is in his blood and he loves it! For 14 years he was a flight attendant for Air New Zealand: “Customer care is paramount on board an aircraft, whether passengers are in economy or business class,” he said. “It’s very similar to what I do in this job.”
Having relocated to Ipswich and started work at the electricity company, he trained a few years ago as a Samaritan and proved to be a good listener on the phone.
He volunteered through the charity’s toughest times at Christmas, Craig said: “I loved it and embraced it, taking those calls. When I talk to people now I use the training I learned. Since Covid-19 with the lockdowns we have seen an increase in the number of customers joining the register with mental health issues. So many people feel alone, and part of what we do is ask if they want us to check in on them regularly, just saying hello and being a friend. Many say it’s fine, but if they say they are alone I always reply ‘You’ve got me here now’. It does make you think when you listen to people’s problems, some of them show their vulnerability on the phone.
“I have surprised myself in this job, working for a utility company and yet offering the same services that I have learnt as a flight attendant! I am so proud of what I do.”
In his spare time Craig enjoys musical theatre, travel, gardening and is a big fan of the Royal family.
Alex Williams, head of the Service Delivery Centre which employs 300 customer advisers said: “Craig and our PSR team do a fantastic job supporting vulnerable customers. They are passionate about our customers and supporting them in, what can be, difficult situations. They take pride in being at the end of the phone and providing information or support to help people. That might mean talking someone through a power cut as we work to restore their electricity, and keeping them updated if something changes. It might also include sending them a torch, blanket or refrigerated medical pack to reassure them in case it ever happens again, or just being a friend at the end of the phone if they are alone.
“Our teams are on the end of the phone 24 hours a day, 365 days a year to support our customers.”
The Priority Services Register is free to join. It does not mean your electricity supply will be restored first or protected, but staff will know what extra advice or support you may need and will offer additional assistance where possible. You can sign up neighbours or family members who may need extra support if their power goes off.
Find out more and sign up: www.ukpowernetworks.co.uk/power-cut/priority-services/about-the-priority-services-register.
Power cuts don’t happen very often but when they do Craig Stanton and his Ipswich colleagues rise to the occasion offering free extra support if it’s needed. This dedicated team commit to regular check-ins, arranging hot drinks and food deliveries, and even provide generators or hotel stays in some circumstances.
Craig is proud of the work he does and his dedication is evident in the heartfelt thank you e-mails he receives from customers from Cromer on the North Norfolk coast to Brighton in the south and anywhere across London.
One Suffolk woman who had no other support wrote: “You were honestly amazing from start to finish. Your regular calls weren’t just helpful they were genuinely comforting. It made such a difference to know someone was checking in on me and keeping me updated.
“You brought care, kindness, and even food! That kind of support is rare and incredibly special. You made me feel looked after in a way that was far more personal than I ever expected, and I’m honestly so grateful.”
The free register is open to people who rely on medical equipment, have a serious or chronic illness or disability, are living with dementia, have mental health difficulties, are of pensionable age or have children under five.
Craig has worked for UK Power Networks in Ipswich for almost ten years and considers it a privilege that he can temporarily keep in touch with customers to support them until their electricity supply is restored.
Customer service is in his blood and he loves it! For 14 years he was a flight attendant for Air New Zealand: “Customer care is paramount on board an aircraft, whether passengers are in economy or business class,” he said. “It’s very similar to what I do in this job.”
Having relocated to Ipswich and started work at the electricity company, he trained a few years ago as a Samaritan and proved to be a good listener on the phone.
He volunteered through the charity’s toughest times at Christmas, Craig said: “I loved it and embraced it, taking those calls. When I talk to people now I use the training I learned. Since Covid-19 with the lockdowns we have seen an increase in the number of customers joining the register with mental health issues. So many people feel alone, and part of what we do is ask if they want us to check in on them regularly, just saying hello and being a friend. Many say it’s fine, but if they say they are alone I always reply ‘You’ve got me here now’. It does make you think when you listen to people’s problems, some of them show their vulnerability on the phone.
“I have surprised myself in this job, working for a utility company and yet offering the same services that I have learnt as a flight attendant! I am so proud of what I do.”
In his spare time Craig enjoys musical theatre, travel, gardening and is a big fan of the Royal family.
Alex Williams, head of the Service Delivery Centre which employs 300 customer advisers said: “Craig and our PSR team do a fantastic job supporting vulnerable customers. They are passionate about our customers and supporting them in, what can be, difficult situations. They take pride in being at the end of the phone and providing information or support to help people. That might mean talking someone through a power cut as we work to restore their electricity, and keeping them updated if something changes. It might also include sending them a torch, blanket or refrigerated medical pack to reassure them in case it ever happens again, or just being a friend at the end of the phone if they are alone.
“Our teams are on the end of the phone 24 hours a day, 365 days a year to support our customers.”
The Priority Services Register is free to join. It does not mean your electricity supply will be restored first or protected, but staff will know what extra advice or support you may need and will offer additional assistance where possible. You can sign up neighbours or family members who may need extra support if their power goes off.
Find out more and sign up: www.ukpowernetworks.co.uk/power-cut/priority-services/about-the-priority-services-register.