Analysis calls for networks to consider needs of vulnerable customers

Supporting customers – especially vulnerable customers – has been ranked as one of the most important services households across Great Britain want to see from their local electricity distribution network operator. The analysis, conducted by Accent and PJM Economics, was published on 20 August and showed that households supported innovative work being led by network companies to help reach net zero.

Aside from supporting vulnerable customers, the initiatives most valued by households were accelerating the roll-out of more flexible energy services to benefit customers; making it easier for customers to connect to local energy generation, including solar PV and wind power; fast and easy access to information, including proactive advice on signing up to the Priority Services Register; and developing initiatives to cut the environmental impact of network company activities.

The Energy Networks Association (ENA) said the research had shown how important it was to understand and safeguard the needs of households as the net zero target sees the UK’s energy system transform. Chief Executive David Smith said: “As the UK strives for net zero, it is clear households want networks to keep on supporting local energy markets and integrating record levels of renewable energy. To allow this to continue, there must be strong alignment between forthcoming UK government policy on net zero and Ofgem’s RIIO price control framework.”