Cadent eyes rapid rollout of energy advice centres

Cadent plans to expand its Centres of Warmth initiative to 100 locations by the end of the current price control as part of an overhaul of its vulnerability strategy in the light of the cost of living crisis.

The gas network has revamped its community support programme based on research with thousands of customers.

The company currently operates five Centres for Warmth, across the North West, East Midlands and Essex, offering energy, income and gas safety advice.

Mark Belmega, director of sustainability & social purpose at Cadent, told Utility Week that the focus of the sites, which operate from community centres, is determined by the particular needs of the area.

He said: “There are areas where we find, for example, issues around cookery so we can tailor support around that, or there might be a need for household budgeting advice. What’s key is building that trust through working with individuals who understand that community, who can guide us on the particular issues but also build trust that we’re there to help. The core of it is training individuals in energy advice but being open to look at what else we can help with.”

Belmega went on to explain that one of the key findings from the research was a sense of powerlessness among consumers in their ability to mitigate the impacts of the cost of living crunch.

“There are avenues of support and there also practical everyday tips we can point to that can really empower people at a time when there is a lot of anxiety at what’s coming down the track.”

The five Centres of Warmth currently in operation have so far helped around 2,500 people claim benefits, get energy efficiency advice and learn new skills.

The company aims to have 30 sites up and running by the end of this year, with a target of 100 by the end of RIIO-GD2 in 2026.

The company has also created Mobile Warm Hubs in Warwickshire and Solihull targeted at rural and semi-rural areas with the aim of tackling social isolation and the hardships attached.

These initiatives are funded from two main sources – regulated fund the Vulnerability and Carbon Monoxide Allowance (VCMA) and the Cadent Foundation, which is funded directly from company profits.

The VCMA will offer £26 million to projects over the next four years, with the Cadent Foundation adding an additional £20 million over the same period.

Under the rules of the VCMA, Cadent cannot provide energy efficiency measures directly to households. However, through the Cadent Foundation, the company supports Groundwork’s Green Doctors initiative, which offers consultations and installations of energy efficiency measures.

Belmega stressed that as well as funding these initiatives, Cadent was keen to ensure that support for the vulnerable was a focus across all areas of the business. He cited the training undertaken with engineers on customer safeguarding as an example.

He said: “Our engineers are going into homes right across the country and of course they’re not blind to the environments they find themselves in. And maybe in the past, they might have gone into a home with peeling carpets and signs that people are struggling and they wouldn’t really associate themselves as someone that can help that situation. What we’ve tried to do is give them the tools to help people if they feel they need it.

“We have a one-number solution where, if customer is happy for them to do this, they can refer them to National Energy Action, who can get in touch and offer them advice and signpost them to support.

“It’s just one example of where we’re in a unique and privileged position that we’re going into probably 2,000 homes a day and there’s an opportunity for us to spot things and make a real difference.”

Tackling vulnerability will be a key theme at the Utility Week Forum on 8-9 November in London. Find out more here.