Supporting vulnerable households

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.


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customers signed up to the PSR

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PSR customer satisfaction score

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households supported to date




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unique support services provided

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fuel poor gas connections

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carbon monoxide safety sessions

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.


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Help to heat

image showing a yellow locking cooker valve held in two hands and demonstrating how it works

Locking cooker valve

SGN engineer in hi vis handing electric heater to a customer

Priority services register


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.


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Disability Energy Support with water advice

Find out more

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Age Cymru, Age Scotland and Age UK

Helping older people live in safe and warm homes

Find out more

Marie Curie nurse showing a male patient some information

Marie Curie

Energy safeguarding for terminally ill people

Find out more


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.


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Citizens Advice England and Wales

Energy safeguarding and CO safety partnership

Find out more

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Citizens Advice Scotland

Safe and warm

Find out more

a woman and a young boy look at a boiler

NEA and The Wise Group

Warm and Safe Homes Advice Service

Find out more


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.


image showing 3 vans and engineers from gas distribution networks outside a firestation with a fire engine in the backgroun.

Fire and rescue

Carbon monoxide community safety projects in collaboration with regional fire and rescue services and community partnerships

Find out more

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The Scouts

Carbon monoxide awareness programme

Find out more

photograph blue leaflet with information about carbon monoxide on it

Gas Safe Charity

Think CO training and app

Find out more


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.


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5 SGN staff members stand in front of an SGN safe and warm van

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.

Email our team