Fuel poverty

We are always looking at how we can help low-income customers who experience difficulties in meeting their energy costs. While inadequate income is the fundamental cause of people struggling to pay their bills, we know we have a part to play in helping to ease the situation.

Sustainable support

Helping households to use energy efficiently is a sustainable way to support customers who struggle to pay for their gas and electricity. We do this by offering:

• free energy efficiency advice to help reduce bills further; 
• energy efficiency measures; some of these are free; 
• a free benefit entitlement check; and 
• rebates to eligible customers through the Warm Home Discount scheme

The Warm Home Discount scheme was introduced by the government in the Energy Act 2010. It's a four year scheme which aims to provide a yearly rebate against electricity costs to vulnerable customers on a low-income. The Warm Home Discount scheme replaces the winter rebates and the energyplus Care social tariff we offered fuel poor customers in the past.

Reaching low-income customers

Identifying and reaching low income households can be complex. Data protection legislation safeguards personal information, but it can make it difficult for people in need to get help. To try to overcome this, we took part in a data-matching exercise with the Department for Work and Pensions. This initiative identified customers proactively and gave them a rebate without compromising their data. We are developing this further in the year ahead.

Citizens Advice Bureaux

We work closely with the Bureaux to help advisers to identify and assist vulnerable customers on energy issues. Through these links we can contact customers who are having difficulty paying or understanding their bills and offer help at an earlier stage.

Value on every visit

Our meter readers are an important link to our customers as they visit people’s homes regularly. We are working with our meter readers to develop their role in several ways, so they can provide a wider service to our customers when they visit. We are helping meter readers to recognise signs that a customer may be struggling to pay their bills and make them aware of the ways in which we can help. This allows us to support customers who may not have asked for our help.