Our strategy and approach
Consumer Vulnerability
Understanding our strategy
Our strategy is grounded in continuous engagement, research, and collaboration with trusted organisations and community partners who know our communities best. This approach ensures we stay responsive to evolving customer needs and expectations while staying aligned with industry best practice.
Understanding our strategy
Our strategy is grounded in continuous engagement, research, and collaboration with trusted organisations and community partners who know our communities best. This approach ensures we stay responsive to evolving customer needs and expectations while staying aligned with industry best practice.
Why does it matter
As part of our RIIO-ED2 commitments, our strategy has been refreshed in Year 3 (2025). This is more than a regulatory requirement — it’s an opportunity for us to:
- Ensure we understand the needs of our customers so we can design solutions that are impactful and relevant.
- Reflect on the progress made since the original ED2 full strategy was introduced.
- Integrate new insights from stakeholder engagement, innovation, and policy changes.
- Ensure we are aligned with Ofgem’s updated Consumer Vulnerability Strategy.
- Identify emerging risks and future-proof our approach ahead of ED3, including areas such as the energy transition and digital access.
Why does it matter
As part of our RIIO-ED2 commitments, our strategy has been refreshed in Year 3 (2025). This is more than a regulatory requirement — it’s an opportunity for us to:
- Ensure we understand the needs of our customers so we can design solutions that are impactful and relevant.
- Reflect on the progress made since the original ED2 full strategy was introduced.
- Integrate new insights from stakeholder engagement, innovation, and policy changes.
- Ensure we are aligned with Ofgem’s updated Consumer Vulnerability Strategy.
- Identify emerging risks and future-proof our approach ahead of ED3, including areas such as the energy transition and digital access.