Going further for customers living in vulnerable situations

What are we doing?

Our network covers some of the most deprived areas in the UK, and the situation for many is worsening as the cost-of-living increases and energy prices hit record levels. We enter thousands of customers’ homes every single day and have trained all our front-line colleagues to be able to spot signs of vulnerability, including living in fuel poverty, empowering them to offer a range of support through the VCMA funded initiatives that we have established.

Our projects are designed to allow us to have a great impact and make a real difference to the communities we work in and our customers in vulnerable circumstances, providing them with life changing support and advice on energy efficiency, income maximisation, the Priority Services Register and carbon monoxide awareness.

Working with 185 partners and charities and organisations we’ve have made a massive difference to many hundreds of thousands of our customers.

Building on our previous success, in 2024/25 we’ve been able to help even more of our customers through our new and existing projects and programmes of support.

We worked on over 80 projects and invested £41m of VCMA funding to deliver a conservative £19.80 of social return on investment (SROI) for every £ committed.

Our commitments

Our commitments and targets underpin our core business purpose, ‘to keep people warm, while protecting the planet’.

We’ve created a series of highly ambitious commitments and targets for each area of our customer vulnerability strategy. All our VCMA projects contribute towards the delivery of these commitments, making positive differences to the lives of our customers through the interventions that we make.