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    Going further for customers living in vulnerable situations.

    The introduction of the Vulnerability and Carbon Monoxide Allowance (VCMA) in RIIO-2 has provided us with the flexibility to deliver an even greater positive impact to our customers and the communities we serve.

    Our gas network covers some of the most deprived areas in the UK, and the situation is worsening as the cost of living increases and energy prices hit record levels. We enter thousands of customers’ homes every single day and have trained all our front-line colleagues to be able to spot signs of vulnerability, including living in fuel poverty, empowering them to offer a range of support through the VCMA funded initiatives that we have established.

    Through our vulnerability strategy we have developed a suite of commitments in four key priority areas. Each of our VCMA projects contributes towards the delivery of these commitments, making positive differences to the lives of our customers through the interventions that we make.

    We have a responsibility to ensure that the needs of our customers are understood and acted upon in a respectful and relevant way. We must find effective ways to identify our customers needs and understand the many situations that can lead to vulnerability across the communities we serve.

    Our commitments

    By 2026, we will have direct conversations with over two million of our customers to inform them of our Priority Services Register, which will ensure that they are provided with tailored services to meet their needs

    Form over 80 strategic programme and project partnerships that will help to extend our reach and positive social impact.

    We continue to raise awareness of the dangers through several innovative programmes, and intervene to reduce the risks from, this colourless, odourless toxic gas that can escape from poorly maintained flues and appliances.

    Our commitments

    By 2026, we will provide over 250,000 free CO alarms to customers living in fuel poverty. Lead nationwide education and awareness campaigns helping millions of customers reduce their risk of harm. Educate 200,000 of those most at risk to the dangers of CO.

    We focus on whole home interventions tailored to the needs of each household, to provide practical and long-lasting affordability assistance to help customers living in fuel poverty.

    Our commitments

    By 2026, we will reach over one million customers with interventions to help them out of fuel poverty

    One million people provided access to tools and advice to reduce their energy consumption and maximise their income 100,000 customers provided with one-to-one free energy and income advice consultations

    In addition to the VCMA we will:

    Connect 10,000 customers to the gas network free of charge through the Fuel Poor Network Extension Scheme (FPNES) Fund 10,000 direct interventions to improve the energy efficiency of customers’ homes through the Cadent Foundation.

    Company

    Age Concern Central Lancashire partnership 

    Blackpool Coastal Housing - Warm and Healthy Homes caseworker (12-month project extension)

    Citizens Advice Essex Casework Project

    Citizens Advice Manchester

    Energy Efficiency Campaign

    Fuel Poverty Partner Ecosystem - phase one

    Inspire, Chorley Youth Zone

    Marches Energy Agency Home Energy Assessment Tool (HEAT) Application

    Marches Energy Agency home visits - (two year extension)

    Mobile Food Pantry

    Mobile Warm Hubs and Winter Warm Hubs (extension)

    The Harvey Girls "Be well, Be energy fit" (extension)

    Turn2us online benefits calculator and grants search (extension)

    UKHarvest: Food and Fuel

    Warm, Optimistic, Well (WOW) Partnership

    Centres for Warmth

    Centre for Warmth - Warmer Nights 

     East Midlands

    Centre for Warmth - Cortonwood Comeback Centre 

    Centre for Warmth - ISRAAC Community Centre 

    Centre for Warmth - St James' Community Centre 

     East of England

    Centre for Warmth - Gladstone Park Community Centre "Here 2 Help" 

     North London

    Centre for Warmth - Bonny Downs Community Association  

    Centre for Warmth - Southall Community Alliance 

    Centre For Warmth - St Hilda's Community Centre  

    Centre for Warmth - Sufra Food Bank and Kitchen  

    Centre For Warmth - Waltham Forest  

     North West

    Centre for Warmth - Back O'th Moss Community Centre  

    Centre for Warmth - Bangladesh Association & Community Project (BACP)

    Centre for Warmth - Bangor Street Community Centre

    Centre for Warmth - Claremont Community Centre

    Centre For Warmth - Deeplish Community Centre

    Centre For Warmth - Fazakerley Community Federation (extension)

    Centre for Warmth - Halton Brook/ Palace Fields Community Centre(s) extension)

    Centre for Warmth - Harphurhey neignbourhood (extension)

    Centre for Warmth - Hyde Association Community Project

    Centre for Warmth - Ingol and Tanterton Community Trust (Intact)

    Centre for Warmth - L30 Community Centre

    Centre for Warmth - UKEFF (UK Education & Faith Foundation)

    West Midlands

    Centre For Warmth - Brandwood Community Centre

    Centre for Warmth - Foleshill Community Centre

    Centres for Warmth - Ronkswood Hub

    Collaborative

    Age UK - energy safeguarding

    Marie Curie - energy safeguarding and fuel poverty

    MyBnk - financial inclusion and energy safeguarding school's programme

    NSPCC

    Warm and Safe Homes - NEA and Wise group

    Company

    Age Concern Herefordshire & Worcestershire

    Caribbean and African Health Network (CAHN)

    Citizens Advice Derbyshire Districts-Derbyshire 65+ Project

    Helping Hands Partnership

    IE Hub – Digital in-depth support

    Mobile Advice Centre

    Direct Access to Wellbeing Services -DAWS Birmingham Community Health Care Foundation Trust Charity

    Making Every Conversation Count

    Solihull Citizens Advice & Colebridge trust advice service

    YMCA Safe and Well Communities

    YMCA - Cost of Living Project

    Citizens Advice North Warwickshire

    YES Energy Solutions

    Centres for Warmth

    Home-Start Centres for Warmth - Warm Spaces, Friendly Faces

    East Midlands

    Centre for Warmth - Hinckley & Bosworth Borough Council

    Centre for Warmth - Ladybrook Community Centre

    Centre for Warmth - The Phoenix Community Centre

    Centre for Warmth - The Rock Foundation Community Hub Grimsby

    East of England

    Centre for Warmth - Broomhall Community Centre

    Centre for Warmth - Communities 1st

    Centre for Warmth - East Suffolk Council

    Centre for Warmth - Gladstone Park Community Centre extension

    Centre for Warmth - Maldon and District Community Voluntary Service

    Centre for Warmth - The Witham Hub - Community Centre

    North London

    Centre for Warmth - Bonny Downs Community Association (extension)

    Centre for Warmth - Disablement Association of Barking & Dagenham (DABD)

    Centre for Warmth - Slough Council for Voluntary Service

    Centre for Warmth - Southend Association of Voluntary Services (SAVS)

    North West

    Centre for Warmth - Back O’th Moss extension

    Centre for Warmth - Bangladesh Association & Community Project (BACP) extension

    Centre for Warmth - Bolton Lads and Girls Club

    Centre for Warmth - Cheshire West Voluntary Action

    Centre for Warmth - Inspire, Chorley Youth Zone

    Centre for Warmth - Peoples Pantry, Ellesmere Port

    Centre for Warmth – Sandon House Community Centre

    Centre for Warmth - Warrington Borough Council

    West Midlands

    Centre for Warmth - Birmingham Warm Welcome

    Centre for Warmth - The Haven

    Collaborative

    Warm and Safe Homes – National Extension 2023 - 2025

    Warm Homes Network - Fuel-poverty partner ecosystem 2023/24 (Birmingham and Cumbria pilots)

    Warm Homes, Healthy Futures

    Company

    Centres for Warmth

    North West

    Centre for Warmth - Harpurhey (Manchester)

    Collaborative

    We continue to explore how we go beyond the minimum standards of service and work with a range of partners to ensure we never leave a customer vulnerable without gas.

    Our commitments

    By 2026, we will replace, repair or service over 26,000 boilers and appliances at no cost to the household Train our front-line colleagues to spot signs of vulnerability and refer vulnerable situations to trained third parties for fully funded and tailored interventions.

    Our previous company and collaborative reports can be found here and include detail of the projects we have funded using the VCMA.

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