Energy Reset: One size fits all approach will not work

As part of Utility Week’s Energy Reset campaign, we present a series of perspectives on tackling the cost of living crisis. In our latest piece Giulia Privitera, social sustainability manager at UK Power Networks, talks about what the country’s largest electricity distributor has been doing to alleviate pressures on consumers. For Privitera it is vital to recognise a ‘one size fits all’ approach will simply not work.

As the cost of living goes up, many will struggle to pay their energy bills this year. Across the regions we serve, we estimate that could mean around 1 million households are in or at risk of entering fuel poverty today, a number only set to increase. We have a social responsibility to identify, engage and support those customers.

Since 2015 we have helped over 2 million households registered on our Priority Services Register (PSR) and share fuel poverty advice with more than 840,0000 individuals annually. In the last year alone we’ve supported over 13,800 households with in-depth personalised support to maximise their income, improve their energy efficiency and reduce their outgoings in hard-to-reach communities.

We want to support more customers more, but we cannot do it alone. We know a ‘one size fits all’ approach simply won’t work. From food banks to debt advice, support networks for single mothers and refugees and tailored support for people with disabilities, we have formed over 200 partnerships with trusted local groups and charities embedded in communities, so customers get the support they need from those who know them best.

Our efforts don’t just focus on providing advice and tailored support; last year we trained almost 1,000 people working in these communities with the skills to offer vital advice on energy, helping to build resilience for a longer-lasting impact.

Our plans to support vulnerable customers and help tackle fuel poverty are growing and we have ambitious plans to ensure those who need it, get our help. As we emerge from the pandemic and look towards a low carbon future, our job isn’t just to keep the lights on, but to work together to ensure people get the essential services they need and rely on.

In a time of unprecedented change for the energy industry, we understand that practical support is vital to people on low incomes who may be at risk of being left behind and vulnerable in the transition to low carbon energy.

The most simple thing we can do to help customers is to keep our share of the energy bill as low as possible, that is why our investment plans for the next price control period, RIIO-ED2 from 2023-2028, will deliver a 10-15%  average price decrease in real terms to our customers.

Our vision is to tackle fuel poverty at scale. In RIIO-ED2 we aim to continue providing information to 800,000 people a year, and in-depth, tailored one-to-one support on reducing energy costs to a total of 500,000 fuel poor households in collaboration with our regional partners.

Finally, we are also one of the signatories to the UK’s ‘Levelling Up Goals,’ collaborating to deliver 14 social mobility goals.

It has never been more important to support our communities, and we are calling on other businesses to join us in tackling this challenge. We are committed to collaborating with local and national government, other like-minded organisations and customers from all ages and backgrounds.

Whether it is collaborating to ensure all those eligible are registered to the PSR, sharing our learnings across the industry, or coming up with smarter solutions to support customers in vulnerable circumstances, get in touch with us to see how we could work together to deliver more support for more customers.