A small child sits on an adult’s shoulders outdoors. An orange banner on the right reads, ‘Where everyone has easy access to secure warmth, today and tomorrow.

Easier Warmth

Living in a warm and comfortable home should be a given for everyone. Sadly, for around two million of our customers, this is not the case.

Our gas network covers some of the most deprived areas in the UK, so we see first-hand the impact that choosing between eating and heating can have on people’s lives. We want to play our part by providing access to easier warmth now and in the future, through supporting those who are struggling the most.

This means ensuring we can spot the signs of customers living in vulnerable situations and fuel poverty, and having access to the tools and expertise to be able to offer the best possible interventions without delay.

We work with well-established safeguarding partners to offer a range of support packages, from energy and income advice to appliance repairs or replacements, all at no cost to the household. Although there is still much uncertainty over how the UK will move from fossil fuels to greener sources of energy for heating homes, the energy transition must consider the needs of everyone, especially those who are in vulnerable situations.

Through engaging with customers and stakeholders, we will ensure that our communities have a voice, and that all our customers fully understand the energy options available, so that they can make the right decision for their circumstances.

Easier Warmth Goals

By 2031, we will have reach 5,000,000 people to provide advice and tools to reduce energy consumption and maximise income
We will have provided 500,000 people with free 121 energy and income advice

Additional commitments

Provide annual customer safeguarding training to all 4,300 front line colleagues, enabling them to identify and support customers in fuel poverty and vulnerable situations.
By 2031, we will have direct conversations with over five million of our customers to inform them of our priority services register, which will ensure that they are provided with tailored services.
By 2031, we will provide over 500,000 free carbon monoxide alarms to customers living in fuel poverty.
By 2031, we will provide over 100,000 fully funded interventions, including replace, repair or service boilers and appliances at no cost to the household.

Sustainable Development Goals

We support the UN Sustainable Development Goals by integrating environmental, social, and economic principles into our strategy. Our work contributes most directly to the following SDGs.