Everyone’s circumstances are different, and the support they need will vary. By taking the time to understand each individual’s needs, we can help customers in vulnerable situations stay safe, warm and connected through tailored services and assistance.
Our customers can experience vulnerability for many different reasons, including health conditions, financial hardship, life-changing events or social isolation. These circumstances can make it more difficult to access help and essential services when they are needed most.
Through earlier identification, greater awareness and stronger referral pathways, we can help customers access practical support that addresses their immediate needs while also tackling wider challenges affecting their wellbeing.
Working with specialist charities, local community organisations and trusted partners allows us to identify customers who may need extra help and connect them with services that reflect their individual circumstances. Our approach focuses on connecting customers to the right services at the right time, creating a seamless experience that delivers meaningful and lasting outcomes.
We will achieve this by:
By increasing awareness, improving the identification of vulnerability and expanding access to services, we will help more customers receive assistance before they reach crisis point. Through stronger partnerships and better-connected services, we aim to deliver more holistic support that addresses both immediate and longer-term needs.
We will continue to strengthen support for customers in vulnerable situations by improving identification, awareness and access to assistance.
In RIIO-3 we will:
