Ensure access to safe and affordable energy for customers and vulnerable communities
Supporting vulnerable customers
We prioritise supporting customers in vulnerable situations through Vulnerability and Carbon Monoxide Allowance (VCMA funding). Alongside our Community Partnering and Customer Support Funds, we’ve committed at least £1m from 2021–2026. Our Annual VCMA Report details this strategy and its outcomes.
Services beyond the meter
For some households, maintaining a safe, warm home isn’t possible without extra support. Our engineers are trained to identify and assist vulnerable customers and can refer them to our Services Beyond the Meter Team. In 2024, our team completed over 370 carbon monoxide investigations, 80 services, and replaced or repaired 360 appliances to ensure safety for those in need within our communities.
Keeping our customers safe
Gas escapes pose a hazard to life and property. We operate a gas emergency response service and are required to attend uncontrolled gas escapes within 1 hour of notification and controlled gas escapes within 2 hours, 97% of the time. We consistently out-perform these targets, achieving 99.81% and 99.93%, respectively, in 2023/24.
