Being a socially responsible business
Our focus areas
Why it matters
Our vision is to be a respected and trusted corporate citizen, and an employer of choice. As public trust in utilities shifts and global pressures grow, acting transparently and staying true to our values has never been more important. We are committed to earning trust by delivering on what matters, from excellent customer service and support for vulnerable customers, to advancing our sustainability goals and embedding Equality, Diversity and Inclusion in everything we do.
Our engagement and research has focused on learning and sharing best practice, understanding evolving customer needs and expectations, building trust through transparency, and understanding emerging issues that our stakeholders face.
Key outcomes delivered in 2024/25
- Increased the number of customers on our Priority Services Register to 3.1m (93.5% of eligible households), while maintaining industry-leading PSR customer service of 93.4%
- Supported 154,186 vulnerable customers at risk of being left behind in the transition to Net Zero, and 103,168 customers in or at risk of fuel poverty
- Secured commitment from 78% of our suppliers to our Code of Conduct.
Why it matters
Our vision is to be a respected and trusted corporate citizen, and an employer of choice. As public trust in utilities shifts and global pressures grow, acting transparently and staying true to our values has never been more important. We are committed to earning trust by delivering on what matters, from excellent customer service and support for vulnerable customers, to advancing our sustainability goals and embedding Equality, Diversity and Inclusion in everything we do.
Our engagement and research has focused on learning and sharing best practice, understanding evolving customer needs and expectations, building trust through transparency, and understanding emerging issues that our stakeholders face.
Key outcomes delivered in 2024/25
- Increased the number of customers on our Priority Services Register to 3.1m (93.5% of eligible households), while maintaining industry-leading PSR customer service of 93.4%
- Supported 154,186 vulnerable customers at risk of being left behind in the transition to Net Zero, and 103,168 customers in or at risk of fuel poverty
- Secured commitment from 78% of our suppliers to our Code of Conduct.
Featured case studies
case study
Adapting our consumer vulnerability programme to meet the evolving needs of customers
case study
Meeting our customers’ evolving expectations during planned power cuts
