Customer Support Award
Showcasing the ways in which utilities are offering tailored support to vulnerable customers of all kinds. This includes households struggling financially but also other forms of vulnerability, whether that is disability, digital exclusion or other pressures that could impact on their ability to pay utilities bills.
Customer Support Award
Showcasing the ways in which utilities are offering tailored support to vulnerable customers of all kinds. This includes households struggling financially but also other forms of vulnerability, whether that is disability, digital exclusion or other pressures that could impact on their ability to pay utilities bills.
British Gas
British Gas launched an innovative, customer-centric initiative to support vulnerable customers impacted by the Radio Teleswitch (RTS) meter switch-off, particularly in remote regions like the Highlands and Islands.
By tailoring engagement strategies—including direct engineer calls, personalised appointment scheduling, and creative logistics such as using golf karts, ferries, boats, and even a sea plane—British Gas built trust, ensured continuity of heating and hot water, and overcame access challenges. This approach delivered measurable improvements in customer outcomes and demonstrated a firm commitment to adapting resources, building rapport, and safeguarding the needs of vulnerable households during a major national infrastructure transition.
Cadent
Services Beyond the Meter (SBtM) shows our commitment to never leaving a customer without gas. This year, we've helped over 6,400 vulnerable households to live in warmer, safer homes through energy efficiency education, and completed 29,000 fully funded interventions, including carbon monoxide checks, appliance servicing, repairs, replacements, and support.
We value customer feedback and strive to deliver a 10/10 service every time, which is reflected in our customer insights. Our engineers undergo enhanced training to provide personalised support. Our programme prevents dangerous self-reconnections, reduces NHS pressure, and delivers a projected £43.9 million SROI – leading the industry in customer care.
E.ON Next
E.ON Next is leading the way in supporting vulnerable customers through flexible, personalised care. From extended call centre hours to accessible materials and inclusive communication channels, every touchpoint is designed with empathy.
The company has delivered millions in affordability support while offering tailored payment plans, energy debt relief, and proactive efficiency measures.
Its sector-first battery pilot and active policy advocacy show a commitment to long-term change. By embedding vulnerability into its operations, E.ON Next sets a new benchmark for compassionate, effective service in the energy sector.
Firstsource and E.ON Next
Navigating the needs of utility customers right now is tough. Whilst the transition towards more sustainable energy is urgent and demands attention, the here and now presents an affordability crisis for many. In its work for E.ON Next, Firstsource has adopted a ‘no customer left behind’ strategy to ensure every single contact leaves the customer feeling happy they got in touch. Targeted support of vulnerable customers, root-cause analysis, and true investment in employees have led to a Customer Happiness Index of 80%, a 4.4/5 Trustpilot score, and an 85% reduction in wait times.
SSEN Distribution
SSEN has a clear commitment to support vulnerable customers – but every customer’s circumstances are different and vulnerability takes many forms. That’s why it’s essential that advice on preparing for a power cut is tailored.
SSEN’s Personal Resilience Plan project saw them work closely with charities, experts and partners to create bespoke guidance that reflects the diverse challenges our customers face. These plans empower individuals by offering practical, personalised steps to stay safe and supported during outages. By recognising and responding to unique needs, this is helping build resilience where it matters most - ensuring no one is left
Thames Water
A Thames Water partnership with local authorities has helped thousands of households, who are struggling to pay their bills in the cost-of-living crisis, automatically enrol for financial support with their water bills.
Using innovative data-sharing techniques, in association with Policy in Practice, the scheme is the first of its kind for the industry and removes several barriers to reach those financially vulnerable and most in need. Thames Water is rolling out auto-enrolment across London, with over 13,700 households, including those in water poverty, already receiving an average saving at £360 per household, with c.£5m of annual impact so far.
Utilita Energy
Utilita’s Energy Hubs are redefining customer support in the UK utility sector, with 12 locations and 60 trained advisors offering in-person, year-round help to anyone needing energy advice. The Hubs feature free community rooms for local groups/good causes and are registered Warm Welcome Spaces, ensuring a safe, supportive environment for all.
Serving as vital community resources, they foster connection and collaboration while providing financial help and energy efficiency guidance. In 2024 alone, nearly 88,000 visitors accessed these trusted services. In addition, Hub staff provided almost 1,000 hours of community outreach over the same period.
