Adapting our consumer vulnerability programme to meet the evolving needs of customers
Case study
Understanding our customers’ evolving needs is key to delivering targeted and effective support. We use a wide range of insights, from industry engagement and customer research to data analysis and benchmarking, to ensure the support we offer remains relevant and impactful to the lives of customers in vulnerable circumstances.
Understanding our customers’ evolving needs is key to delivering targeted and effective support. We use a wide range of insights, from industry engagement and customer research to data analysis and benchmarking, to ensure the support we offer remains relevant and impactful to the lives of customers in vulnerable circumstances.
- 3.1meligible households registered to our PSR (+21.3% on 2023/24)
- 154,186customers at risk of being left behind in the transition to Net Zero received support
- 103,168customers supported in or at risk of fuel poverty
Insights from engagement and research have shaped our programme over the last year, including:
- More customers are struggling to afford essentials, with rising demand for support year-round, instead of a winter peak. We engaged with Warm Welcome to develop a programme of support available throughout the year
- For vulnerable customers facing urgent challenges, climate concerns are often not a high priority. We have integrated Net Zero support into broader energy efficiency and cost-saving support, for example by working with Energy Action Redhill and Reigate to conduct home surveys to reduce heat loss, lower energy consumption and keep homes warm while benefiting the environment
- After learning that customers feel the PSR is hidden, and they have low awareness of the support available to them, we have developed partnerships with trusted community organisations and delivered joint campaigns targeting those eligible to grow awareness of the service and sign up customers.
Insights from engagement and research have shaped our programme over the last year, including:
- More customers are struggling to afford essentials, with rising demand for support year-round, instead of a winter peak. We engaged with Warm Welcome to develop a programme of support available throughout the year
- For vulnerable customers facing urgent challenges, climate concerns are often not a high priority. We have integrated Net Zero support into broader energy efficiency and cost-saving support, for example by working with Energy Action Redhill and Reigate to conduct home surveys to reduce heat loss, lower energy consumption and keep homes warm while benefiting the environment
- After learning that customers feel the PSR is hidden, and they have low awareness of the support available to them, we have developed partnerships with trusted community organisations and delivered joint campaigns targeting those eligible to grow awareness of the service and sign up customers.
Would you like to explore this further?
For more information on how we engage with customers and stakeholders to shape our consumer vulnerability programme and meet evolving needs, visit our Annual Vulnerability Report.
Would you like to explore this further?
For more information on how we engage with customers and stakeholders to shape our consumer vulnerability programme and meet evolving needs, visit our Annual Vulnerability Report.