Safe and Warm workshop – Supporting customers in vulnerable circumstances
Customers are at the heart of all that we do. Working with partner organisations, we have a bold ambition to help 500,000 vulnerable customers use energy safely, efficiently and affordably between 2021 and 2026.
This online Safe & Warm workshop was held in October 2023 to help us understand the needs of our customers in vulnerable circumstances. Against the backdrop of the cost-of-living crisis, we wanted to ensure that key learnings, ideas and best practice are acted on now to help us achieve the objectives of our current business plan (RIIO-GD2) and are reflected in our plans for the next Gas Distribution price control period 2026 – 2031 (RIIO-GD3).
Aimed at our vulnerability partners, the event was also open to our wider stakeholder network to attend. This workshop provided representative voices of those most vulnerable in our communities to share their thoughts on what we should be doing, now and in the future, to help our customers who need extra support to fuel their heating and cooking appliances.
1
online event
67
engagements
43
cross-sector organisations from the public, private and third sectors representing nationwide vulnerability interests
Key insights
The number of people struggling to afford their fuel needs is increasing, with many finding themselves in a vulnerable situation for the first time. A lack of awareness of the support available can be a barrier to those seeking the help they need and are entitled to.
There are numerous barriers to accessing funding, such as increased migration to online processes, confusing tariffs, complex funding mechanisms and an increase in poor mental health within vulnerable communities. These were identified as drivers of increased incidences of unsafe practices and unhealthy home environments.
Simplifying processes and improving training for those supporting vulnerable customers would help improve access to funding.
Download to learn more
250 – SGN Stage 2 Safe and Warm Stakeholder Event, Oct-23 – Report
250 – SGN Stage 2 Safe and Warm Stakeholder Event, Oct-23 – Presentation