A broken gas boiler or cooker is costly, frustrating news for anyone. But when customers in vulnerable positions aren’t able to cover the cost of repair or replacement, they face the stark choice of living without the appliance or taking out expensive credit they can’t afford to cover the cost of repairs.
Services Beyond the Meter offers these customers another option. When our engineers identify an eligible, vulnerable customer, they can refer them to our strategic partners, National Energy Action (NEA) and Groundwork UK (GW UK). We fund these partners’ dedicated teams who engage directly with the customer, assess their needs, and oversee the most appropriate solution, usually within 24 hours. Those solutions include repairs, replacements, carbon monoxide investigations, servicing and advice.
Over the last 12 months, we have expanded our team of trained in-home pipework and appliance engineers to 80. This has enabled us to expedite more gas restoration and assistance referrals. We have introduced the programme to several charity partners who can now make referrals. This broadens the scope for intervention and enables the team to take a more proactive approach to gas safety. We have introduced a clear process for referring out to our partners and into the team. This initiative has helped c7,700 customers to date. Some have received fully funded appliance repairs or replacements. Others have had potentially dangerous appliances identified, serviced and made safe, protecting their wellbeing as well as their warmth.
