UK Power Networks enhances support for vulnerable customers

UK Power Networks, the Electricity Distribution Network Operator, partnered with Data On Demand (DoD) to enhance their efforts in identifying and supporting vulnerable customers.

Project overview:

The UK Power Networks Spotlight Campaign, which inspired this partnership, aims to deliver significant societal benefits for vulnerable customers, including:

• Reduced stress during power outages.
• Relief from financial burdens.
• Registration on the Priority Services Register (PSR), granting access to additional support during power interruptions.

To support this initiative, UK Power Networks leveraged DoD’s extensive UK consumer data insights in two key areas:

1. Identifying customer vulnerabilities.
2. Determining the most effective communication channels to engage with customers.

Project details:

In alignment with UK Power Network’s social and regulatory obligations within their wider vulnerable customer strategy, the collaboration with DoD began by exploring the scope of possibilities. After initial exploratory discussions, a structured specification and process were developed:

1. Identifying relevant consumer data insights:
   DoD analysed its database of several hundred consumer variables to focus on those most pertinent to the project objectives:
   a. Insights relevant to PSR eligibility, such as age (state pension age) and household composition (e.g., young children under 5).
   b. Indicators of fuel poverty, including energy expenditure as a proportion of income.
   c. Broader vulnerability indicators, such as income shocks, bereavement, or reliance on high-interest borrowing for utility bill payments.
   d. Preferred communication channels to facilitate effective engagement.
2. Regional analysis:
   DoD created a tailored customer dataset focused on UK Power Network’s service areas to provide actionable insights specific to their geography.
3. Existing customer analysis:
   UK Power Networks utilised the tailored dataset to compare new insights with their existing customer database, including PSR registrants.
4. Targeted Outreach:
   For customers identified as vulnerable but not yet engaged, outreach campaigns were designed to signpost available support and encourage PSR registration.

Partnership results:

The collaboration has yielded impressive early results:

• Over one million potentially vulnerable customers identified.
• Substantial increases in PSR sign-ups, ensuring that more households have access to the support they need.

Building on these successes, the project is ongoing, with broader initiatives planned to further enhance customer outcomes in the coming months.

Harry Bland, Utility Sector Lead for Data On Demand:

“UK Power Networks continues to set an example in innovation and customer care. This project demonstrates how data can drive meaningful improvements for vulnerable customers. It’s a privilege to support their work.”