We have a responsibility to understand and address our customers’ needs respectfully and effectively. This includes identifying vulnerabilities across the communities we serve.
Despite efforts to raise awareness of the Priority Services Register (PSR), many eligible customers remain unregistered. To close this gap, we engage with hundreds of thousands of customers annually, promoting PSR benefits through trusted partners and our workforce.
We collaborate with organisations such as Age UK, Carents, Big C, and Alzheimer’s Society to reach specific groups under the PSR needs codes. These partners use tailored language and communication methods to ensure vital messaging reaches those who need it most.
spent on supporting customers in vulnerable situations during RIIO-2
net social return on investment for every £1 invested in RIIO-2
PSR conversations held in RIIO-2
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.
In RIIO-2 we will:
We held over 4.69m direct PSR conversations in RIIO-2, exceeding our target by 691,259. A further 9.9m customers were reached through multi-channel campaigns.
We’ve worked with 192 partners who are skilled at reaching key priority groups and sharing PSR messages in ways that are accessible and relevant to their audiences.
We maintained the standard with no minor or major non-conformances. Our BS ISO 22458 standard holds us accountable to ensure we’re delivering positive outcomes and an inclusive service for customers living in vulnerable situations.
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.
Healthy Homes Solutions Extension 2023 - 2024
RAD – Royal Association for Deaf People
Royal Voluntary Service (RVS) Stay Safe, Warm & Well
Mental Health UK – Energy Safeguarding and tackling fuel poverty for people with Mental Health
Safe and Warm: Providing a Critical Lifeline to Dialysis Patients Across the UK
*Figures correct as of 31 March 2026
