Our frontline engineering teams work hard every day to make sure our customers are kept safe and warm. They’re dedicated to never walking away from a customer in need and will refer them for additional support when necessary.
Our Southern Risers team is in a unique position due to the nature of their work and the customers they work with. They carry out complex projects getting gas into blocks of flats across our whole southern network. To prepare for this, the team’s surveyors and designers get the chance to speak to customers before engineering work starts to find out how we can support them.
The team has made 191 referrals so far this year, requesting 448 unique services. This includes support for energy advice, Carbon Monoxide alarms and funding for crisis situations. Across the company, they are the highest referring region so far this year.
Dave Richards, Riser Designer, visits properties in blocks of flats to talk to customers about upcoming riser work in their building before our engineering teams begin on site. At the same time, he looks out for what he can see, hear and feel which could indicate a customer would benefit from extra help and support, including being added to the Priority Services Register (PSR). Dave, along with his colleagues, is able to support any identified vulnerable customers and can access a range of services through our Careline app.
Initially, Dave found it a little awkward bringing up available support in conversations with customers. As time has gone on, he has adapted and now has a great way to bring up additional support into a conversation. He even shares his knowledge of the PSR with his friends and family.
Dave said: “After I tell the customer about the riser work, I always ask them if there are any young children living in the property, any older people or anyone living with disabilities. It’s a great way to bring up the PSR and it now comes into conversation very naturally. I’m happy to be able to help our customers.”
Dave was the highest referrer in Southern Risers last year and this year has already supported 58 customers requesting 76 support services. Since April this year, across our Scotland and southern networks, our teams have made 1,682 referrals requesting 2,875 services to support customers.
Find out more about how we’re supporting vulnerable customers in our VCMA Annual Report 2024 here.
