.jpg?language=en)
Service Beyond the meter (SBtM)
Services Beyond the Meter (SBtM) goes above and beyond to prevent our customers from living in unsafe, cold conditions due to financial hardship.
Click for more
Anyone can become vulnerable if their gas supply is temporarily isolated. Usually, gas supply interruptions are very short, but occasionally, they can take longer, especially when we identify an issue with a customer’s internal gas pipework or one or more of their appliances.
Customers in vulnerable situations historically faced three options when their gas appliance is isolated and condemned. Due to financial hardship, customers can either remain off-gas, risk self-disconnection or take out credit to afford the cost of repair/ replacement.
Our award-winning Services Beyond the Meter programme offers a fourth option – a range of additional services, designed to keep customers safe and warm. Since April 2021, we’ve seen a year-on year increase on customers benefiting from the programme.
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.
spent on providing support to keep customers safe and warm in their homes during RIIO-2
net social return on investment for every £1 invested in RIIO-2
households referred for support with fully funded interventions in RIIO-2
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.
In RIIO-2 we will:
We made 150,477 referrals and interventions to help prevent leaving a customer in a vulnerable situation without gas. Exceeding our target by 85,477.
We trained 6,168 of our colleagues on how to spot the signs of vulnerability and how to refer them for further help.
*Figures correct as of 31 March 2026
