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.

Delivering a fairer, more accessible energy future

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.

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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 our latest Annual Vulnerability Report or view reports from previous years.

Download latest report

View previous reports

Our partners

We partner with trusted organisations to provide tailored support for those experiencing hardship. Whether it’s fuel poverty, financial pressures, or digital exclusion, our partners help people navigate real-life challenges with dignity and care. Together, we’re creating a fairer, more resilient future — one where everyone can access the right help, at the right time.

Consumer Vulnerability Partner Register

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

Register

Providing impactful outcomes for our customers

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.

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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.

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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

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