Cost of Living Award
In such a topical category, the judges were encouraged to see the volume of work being done across utility companies to help their customers when they most need it. The panel was pleased that entries demonstrated a real willingness to try to help people through challenging times.
There were examples of innovation and companies trying novel approaches to tap into what their customer base needed.
Entries showed a real sense of helping customers who are struggling, not because it would bring any competitive advantage, but because it is the right thing to do, judges said.
Judges said there was a great sense of companies pushing at the boundaries to try to do things better. This included borrowing ideas from other sectors, which the panel of judges noted as a positive indication that utility companies are striving to improve.
As well as novel initiatives, companies pushed boundaries with how they communicate with people, but judges said this space was crying out for innovation to reach every person who might be struggling with the cost of living crisis and ensure billpayers are not left to worry about bills at this time.
The number of entries in this category showed a greater impetus to keep going further to ensure people are supported, which the judges praised as a very welcome approach to do things differently.
The finalists
Anglian Water - Supporting 300,000+ customers through cost of living pressures
Cadent - Centres for Warmth programme
Cadent - Cadent Foundation partnership with Groundworks
Electrcity North West - Be Safe and Save
National Grid - Fuel poverty interventions
Cost of Living Award
In such a topical category, the judges were encouraged to see the volume of work being done across utility companies to help their customers when they most need it. The panel was pleased that entries demonstrated a real willingness to try to help people through challenging times.
There were examples of innovation and companies trying novel approaches to tap into what their customer base needed.
Entries showed a real sense of helping customers who are struggling, not because it would bring any competitive advantage, but because it is the right thing to do, judges said.
Judges said there was a great sense of companies pushing at the boundaries to try to do things better, especially where there are particular schemes and projects. This included borrowing ideas from other sectors, which the panel of judges noted as a positive indication that utility companies are striving to improve.
As well as novel initiatives, companies pushed boundaries with how they communicate with people, but judges said this space was crying out for innovation to reach every person who might be struggling with the cost of living crisis and ensure billpayers are not left to worry about bills at this time.
The number of applications in this category showed a greater impetus to keep going further to ensure people are supported, which the judges praised as a very welcome approach to do things differently.
The finalists
Anglian Water - Supporting 300,000+ customers through cost of living pressures
Cadent - Centres for Warmth programme
Cadent - Cadent Foundation partnership with Groundworks
Electrcity North West - Be Safe and Save
National Grid - Fuel poverty interventions
Anglian Water - Supporting 300,000+ customers through cost of living pressures
Throughout the cost-of-living crisis, Anglian Water is working tirelessly to help customers stay on top of household finances. To support our customers facing financial hardship, in 2023-24 we launched our largest ever support package of £135 million, building on the £65 million in 2022. Our industry-leading support is helping 330,000+ customers with tailored tariffs and discounts, temporary payment plans, debt support schemes, payment breaks, and hardship funds. Additionally, our employees are also supported. In 2022-23 our support package helped 300,000+ customers stay on top of their bills, and our specially trained ExtraCare Support team grew significantly to support increasing cost-of-living pressures.
Cadent - Centres for Warmth programme
We are Cadent and we do things differently. Using VCMA funding we’ve set up the Centres for Warmth programme. Located in community centres in areas severely impacted by the cost-of-living crisis, their aim is to support customers in vulnerable situations. The centres provide support and advice to everyone without prejudice or judgement. Anyone can receive help in a variety of areas including support to claim their full entitlement of benefits, income maximisation, energy efficiency, carbon monoxide safety, and registering on the Priority Services Register. Centres for Warmth are funded by the VCMA but powered by passion and kindness.
Cadent - Cadent Foundation partnership with Groundworks
In December 2020, the Cadent Foundation and Groundwork, a federation of charities, embarked on a three-year partnership to provide high-quality energy and cost-saving advice to vulnerable households in some of the UK’s most disadvantaged communities. The £3.2 million grant from the Cadent Foundation has funded the enhancement and expansion of Groundwork’s Green Doctors programme, deploying trained advisors to deliver tailored energy advice and measures in 27 priority areas, with concentrations of vulnerable households – including South Yorkshire, West Midlands, North West, East Midlands and North London.
Electricity North West - Be Safe and Save
As a distribution network operator, we’re proud to serve the North West, delivering power and extra care to over 2.4 million households. The economic crisis has had a profound impact on families across our region, and as an organisation that places great emphasis on our culture and values, we’ve made it our priority to transform our support services. Through a collaborative approach, we developed the 'Be Safe and Save' in-depth support portfolio, the result of an innovative multi-agency effort. Together, we helped those most vulnerable to avoid negative budgeting, energy disconnection, and the difficult choice between fuel and food.
National Grid - Fuel poverty interventions
National Energy Action estimates that over 7.5 million UK households will be affected by fuel poverty in the coming years. With this shocking number in mind, National Grid is spearheading a campaign of funding interventions – unprecedented in ambition and scale – providing c.£50 million to fuel-poverty champions including National Energy Action, the Fuel Bank Foundation, Affordable Warmth Solutions, and the National Energy Foundation. Funding is underpinned by activities designed to support the UK public throughout the fuel crisis, e.g., seconding 12 National Grid employees to Citizens Advice to take customer calls and provide expert advice on making homes more energy-efficient.
United Utilities - Water Without Worry
At United Utilities we lead the water industry in affordability and vulnerability assistance with a wide range of support schemes for customers, many of which are firsts for the industry.
Recognising the scale of financial impact the cost of living crisis is having on our customers we’ve extended our “Water Without Worry” initiative widening the reach of our affordability offerings incorporating holistic support and direct referral services to help customers in multi debt situations.
Awareness and accessibility of support for customers who are struggling to make ends meet is really important to prevent them falling into debt
Utilita Energy - Life with Power
Utilita has helped financially vulnerable households more this year than any other energy supplier. Utilita customers have accessed £100 million of energy they coudn't afford - that's half of all financial support provided to PAYG households by UK energy suppliers, despite Utilita only serving 20% of this segment. Utilita has been the most vocal supplier in lobbying the government for direct assistance for fuel poor households ahead of this winter, hosting an industry roundtable to end the Suffering in Silence caused by legacy meters and publishing a pioneering study with Oxford University revealing the price elasticity associated with price hikes.