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Putting vulnerability in the spotlight
AI is helping UK Power Networks to find out which of its customers are vulnerable and the technology could be used by utilities everywhere.
Putting vulnerability in the spotlight
AI is helping UK Power Networks to find out which of its customers are vulnerable and the technology could be used by utilities everywhere.
Vulnerability. How do you classify it?
There are degrees of vulnerability. Some customers need medical equipment that relies on the electricity or water supply just to survive. Such devices might include a ventilator or a kidney dialysis machine. Others may be blind or deaf or suffer from a severe mental illness. In these instances, the vulnerability is clear.
But many, many more customers are financially vulnerable. As yet another economic shock looms on the horizon, this is a vital concern. Indeed, over the course of the last four years (since Russia’s invasion of Ukraine), lots of customers who were previously doing OK are now classed as in need.
Energy UK noted in autumn 2025: “We have seen that things this year are tougher than ever. Customers face many challenges, such as disability, mental health issues, ageing, complex home lives, and financial difficulties. Energy bills are still high.”
The trade association added: “Energy debt is a major concern, and both the number of people in debt and the amount owed are increasing, especially among the most vulnerable. Ofgem reports that total energy debt has grown to £4.4 billion, up from under £1 billion in 2021 and having risen £740 million in the last year alone.
“Likewise, suppliers report that the number of customers on the Priority Services Register (PSR) is growing.”
We spoke to UK Power Networks about how it is identifying PSR-eligible customers using AI. Read on for more.
Total energy debt in the UK
Increase in energy debt in the UK in the past year
Vulnerability. How do you classify it?
There are degrees of vulnerability. Some customers need medical equipment that relies on the electricity or water supply just to survive. Such devices might include a ventilator or a kidney dialysis machine. Others may be blind or deaf or suffer from a severe mental illness. In these instances, the vulnerability is clear.
But many, many more customers are financially vulnerable. As yet another economic shock looms on the horizon, this is a vital concern. Indeed, over the course of the last four years (since Russia’s invasion of Ukraine), lots of customers who were previously doing OK are now classed as in need.
Energy UK noted in autumn 2025: “We have seen that things this year are tougher than ever. Customers face many challenges, such as disability, mental health issues, ageing, complex home lives, and financial difficulties. Energy bills are still high.”
The trade association added: “Energy debt is a major concern, and both the number of people in debt and the amount owed are increasing, especially among the most vulnerable. Ofgem reports that total energy debt has grown to £4.4 billion, up from under £1 billion in 2021 and having risen £740 million in the last year alone.
“Likewise, suppliers report that the number of customers on the Priority Services Register (PSR) is growing.”
Total energy debt in the UK
Increase in energy debt in the UK in the past year
