Leaving No One Behind
Consumer Vulnerability
Who’s at risk of being left behind
Customers are at risk of being left behind in the net zero transition due to factors such as medical conditions, digital exclusion or reluctance to adopt new technology.
The main risk factors include:
- Being eligible for or registered on the Priority Services Register (PSR)
- Digital exclusion, limiting the ability to access financial or participation opportunities in the energy system
- Financial vulnerability
- Living in areas of deprivation
- Limited opportunity to participate
- Reluctance to take risks on new technology
- Lack of understanding or knowledge of new technology
Who’s at risk of being left behind
Customers are at risk of being left behind in the net zero transition due to factors such as medical conditions, digital exclusion or reluctance to adopt new technology.
The main risk factors include:
- Being eligible for or registered on the Priority Services Register (PSR)
- Digital exclusion, limiting the ability to access financial or participation opportunities in the energy system
- Financial vulnerability
- Living in areas of deprivation
- Limited opportunity to participate
- Reluctance to take risks on new technology
- Lack of understanding or knowledge of new technology
Our approach to ‘Leaving No One Behind’
Our target is to help 500,000 customers navigate the net zero transition over the next five years. We do this by working with trusted community organisations that engage with customers at local events and through home visits, ensuring those who need tailored support receive it. Our Leaving No One Behind partners deliver personalised support and detailed advice to vulnerable customers at risk of being left behind in the net zero transition. We also support customers who prefer digital tools through a dedicated website designed to meet their needs.
Our approach to ‘Leaving No One Behind’
Our target is to help 500,000 customers navigate the net zero transition over the next five years. We do this by working with trusted community organisations that engage with customers at local events and through home visits, ensuring those who need tailored support receive it. Our Leaving No One Behind partners deliver personalised support and detailed advice to vulnerable customers at risk of being left behind in the net zero transition. We also support customers who prefer digital tools through a dedicated website designed to meet their needs.
Criteria for support
- Eligible for or registered on the PSR
- Financial vulnerability
- Lack of opportunity to participate
- Lack of willingness to take risks on new technology
- Live in areas of deprivation or poor housing conditions
- Digital Exclusion or lack of access to technology
Criteria for support
- Eligible for or registered on the PSR
- Financial vulnerability
- Lack of opportunity to participate
- Lack of willingness to take risks on new technology
- Live in areas of deprivation or poor housing conditions
- Digital Exclusion or lack of access to technology
Services we provide customers
We provide these services to ensure vulnerable customers are not excluded from the energy transition and can live safely, affordably, and with dignity.
Our Partners
Case studies
case study
Conducting energy efficiency surveys to reduce heat escaping from customer homes
