UKPN launches fuel poverty advice line

UK Power Networks (UKPN) is providing additional help to vulnerable customers via a new Energy Advice Line designed to tackle fuel poverty.

The new service is being run in partnership with fuel poverty services provider Agility Eco and will assess individual circumstances, provide practical advice and help people to access targeted support.

UKPN customer service staff will identify eligible households and refer them to the Energy Advice Line.

It will offer income maximisation guidance, help ensure customers are on the best energy tariff as well as helping them apply for the Warm Home Discount and other available grants.

The distribution network operator added that in its operational area of London, the South East and East of England alone there are almost 1 million households in, or at risk of entering, fuel poverty – a number set to rise as a result of the coronavirus pandemic.

Ian Cameron, head of customer services and innovation at UKPN, said: “After what has been another tough year for many, as we enter the colder months there has never been a more important moment to stand up and take action to support those who are in or at risk of entering fuel poverty.

“This partnership will ensure that our customers in most need can receive timely in-depth support if they are struggling to pay their energy bills.”

Caroline Joseph, community programmes director at Agility Eco, said: “Together with Auriga Services, our experienced team of in-house energy advisors will be delivering a vital energy support helpline, servicing households across the South East of England, offering free telephone-based support to reduce bills, stay warm and signposting households to other local support services they might not be aware of.

“This is the first time we’ve worked with a distribution network operator to help roll out an energy advice service. UKPN is dedicated to providing extra support to the households it serves.”