Customers are at the heart of what we do. We have a bold ambition to help 500,000 vulnerable customers use energy safely, efficiently and affordably between 2021 and 2026.
Our five-year vulnerability support strategy guides our activity to ensure we’re delivering genuine and valuable impact to those most in need of help to stay safe and warm at home.
We’ve developed an extensive partnership network to help us deliver a comprehensive range of programmes to support vulnerable households up and down the country.
We’re extremely proud of the programmes we’ve created and grateful to the expert partners who support us in going above and beyond for vulnerable households.
Together, we’re keeping our communities safe and warm by providing tailored and targeted support for those who need it most.
Collaborating to support our communities
We believe in a targeted and tailored approach to delivering our vulnerability strategy, allowing us to provide meaningful and lasting support to households most in need across four strategic priority areas.
We drive both local and national initiatives and partnerships to deliver the best outcomes for customers, recognising the power of collaboration to create connections that facilitate lasting change.
Within our portfolio of support, we’ve developed a number of partnerships in collaboration with other gas networks. These programmes allow us to reach some of the priority vulnerability groups we’ve identified in our strategy more effectively and more inclusively than if we were to run the programme alone.
You can find out more about all our initiatives and how you can get involved below.
Providing direct support services to vulnerable customers
Direct ‘beyond the meter’ services for vulnerable households as we go about our day-to-day operational work.
Supporting priority vulnerability groups to access tailored support services
Tailored support services for 10 priority customer groups who are most likely to need trusted help to maintain a safe and warm home: Carers, critically ill people, disabled people, families with young children, financially vulnerable people, digitally and culturally excluded groups, people with mental health conditions, older people, those with health conditions made worse by living in a cold and unhealthy home, and young people.
- Age Scotland, Safe and Warm Homes
- ALLIANCE Scotland, The Health and Social Care Alliance Scotland
- Mental Health UK, Mental Health UK advisers service
- Maggie’s, Maggie’s centres – Safe and warm
- MyBnk, Money House and MoneyCast
- NEA, Empowered by Energy
- The Princess Royal Trust for Carers in Hampshire, Home and Well – Carers Support Service
- Together for Short Lives, Together for Short Lives
Targeting geographic communities most at risk of fuel poverty
Targeted support for customers struggling to afford energy in the most vulnerable geographical areas within our networks, identified by our Vulnerability Index data.
- Arun and Chichester Citizens Advice, Welcoming Warm Spaces Sussex
- Centre for Sustainable Energy, Safe and Warm Community Scheme
- Changeworks and StepChange, Affordable Warmth Advocacy South-East
- Changeworks and New Start Highland, Highland Affordable Warm
- Citizens Advice Hampshire, Home and Well
- Citizens Advice Sussex, Tackling fuel poverty together
- Citizens Advice West Northants & Cherwell, Energy Matters
- Fuel Bank Foundation
- Greener Kirkcaldy, Safe and Warm Fife
- Groundwork South, Green Doctors
- MyBnk, Financial inclusion and energy saving schools programme
- National Energy Foundation (NEF), Better Housing Better Health
- SELCE and Thinking Works, South London Together
- Surrey County Council, Warm Welcome
- Warmworks, Warmworks Aftercare Service
- YES Energy Solutions, Holistic energy advisers service
Reducing carbon monoxide (CO) harm
A data-driven approach to increase awareness and reduce the risk of carbon monoxide harm among those groups most vulnerable or least aware.
- APPCOG and Policy Connect, CO Awareness Week 2022
- Bonanza Creative, CO awareness in schools
- Egnida, Raising CO awareness using augmented reality
- Eleven Miles, Collaborative GDN winter and summer awareness campaigns
- Heavenly and Campus Group, Game Over
- Policy Connect, CO Safe 4 Summer campaign
- SP Energy Networks, Priority Services Register – CO pilot
Learn more about how we support vulnerable households
Through the Vulnerability and Carbon Monoxide Allowance (VCMA), we’ve been allocated funding by the energy regulator Ofgem to spend on projects which can support vulnerable customers or raise awareness of carbon monoxide (CO) between 2021 and 2026.
Work with us
If you’d like to talk about how our organisations can work together to make a positive impact in our communities, delivering innovative and rewarding projects, you can get in touch with our team by email.