Consumer Vulnerability

At UK Power Networks, we believe energy should be safe, reliable, and accessible for everyone. Our approach is to support customers through key initiatives ensuring customers receive the essential support they need whilst helping them to achieve Net Zero.

Our initiatives

Fuel Poverty

Supporting vulnerable customers who are in or at risk of fuel poverty. Our Fuel Poverty target is to support 500,000 fuel poor customers with targeted support over the next five years.

Leaving No One Behind

Supporting customers who are at risk of being left behind in the net zero transition. Through our Leaving No One Behind commitment, we aim to reach 500,000 customers with support over the next five years.

Priority Services Register

Supporting customers who may need additional support during a power outage.

Our strategy and approach

Our Consumer Vulnerability Strategy underpins our commitment to ensuring that no customer is left behind, particularly those experiencing fuel poverty or other hardships. The strategy focuses on how we identify barriers, designing tailored services, and expanding support to ensure we deliver meaningful outcomes for customers across London, the South East and East of England.

Learn more

Annual Vulnerability Report

Our Annual Vulnerability Report (AVR) showcases the impact of the support we provide to customers facing challenging circumstances, including those who are more at risk during a power outage, customers struggling to pay their energy bills, and anyone at risk of being left behind in the transition to Net Zero.

Download latest report
View previous reports

Our Partners

Interested in working with us?

Become a Consumer Vulnerability Partner and help shape inclusive, responsive services for those who need them most.

Become a partner
View all partners

Collaborating with stakeholders to drive continuous improvement

case study

Supporting customers in the event on a power cut

During a Leigh-On-Sea outage, we provided emergency power and on-site assistance to keep vital medical devices running. Our quick response helps customers stay safe and independent when the unexpected happens.
Learn more

case study

Conducting energy efficiency surveys to reduce heat escaping from customer homes

Through a detailed home survey, we found Alice’s insulation was inadequate. We added loft insulation, supplied radiator foils, and offered expert guidance on wall insulation, reducing heat loss and improving comfort.
Learn more

case study

Immediate energy support and long-term solutions

Our energy advice team acted fast to help Vineeta with urgent fuel and food needs, then provided long-term support—securing grants, tackling debt, and improving her cold, damp home. Discover how our service turned crisis into comfort
Learn more

Stay updated

Featured news

09 February 2026

Juliet O Foundation partnership helps the elderly

We are joining forces with the Juliet O Foundation to help elderly patients’ transition from London hospitals to home, endorsed by Brit and Mercury Prize-winning rapper Dave.

Read more

  • News11 Dec 2025

    New website helps you to save on energy bills

    Get personalised energy-saving advice and grant info with our new Home Energy Saver website. A few clicks could mean big savings!

    Read more

  • News10 Nov 2025

    Community Energy Advice Comes to Horsham

    We hosted a Lunch & Learn event in Horsham offering practical tips, tools & expert support to help families reduce energy costs and feel connected. Learn how we helped 47 families.

    Read more

  • News07 Nov 2025

    Joining forces with Diabetes UK to provide support

    We are raising awareness of the Priority Services Register to help those storing insulin or using medical devices. Discover about how we're actively helping our customers.

    Read more