Tackling fuel poverty: Personalised advice that put more than £400 back into customers’ pockets

Supporting the delivery of advice and services in an effort to alleviate fuel poverty by providing online and offline guidance to vulnerable customers across the UK.

The Situation:

In line with Ofgem’s RIIO-ED2 framework, UK Power Networks required a trusted delivery partner able to support vulnerable customers, online and offline, in an effort to alleviate fuel poverty and provide best value for customers.

Designating their funds to support the delivery of advice and services relating to fuel poverty, UK Power Networks commissioned us to deliver accessible and personalised energy advice to households across London, the South East and the East of England; ensuring those most in need receive the support and immediate attention they require.

Programme advice focused on general tips and guidance as well as in-depth information based on customers’ lifestyle and livelihoods, with targets including the registering of at least 500 customers on the Priority Services Register.

Our Solution:

Our Energy Advice service was launched within 12 weeks, being delivered primarily through our telephony channel, email, and community-embedded advisers working within UK Power Networks’ operating regions.

Vulnerable households that required dedicated support, received delivery through our third-sector community organisations who were trained and available to deliver sessions in person and hyper-locally.

All advisers received training in vulnerability identification to ensure those that require priority services were registered, with their immediate needs being met by practical advice.

Each appointment was personalised to each customer and household, with all interactions being recorded through our Salesforce case management system, ensuring per-customer outcome tracking and structured reporting back to UK Power Networks’ Partnerships Manager and Customer Services team.

“UK Power Networks selected We Are Group because they reach local communities through an established network of third sector partners. Their approach uses organisations embedded in local communities, which enables outreach to groups often missed by traditional channels. This model has really helped us find and support hard-to-reach and vulnerable residents.”

- Cody Prior, Partnerships Manager

Our Impact:

£513,502 returned to UK Power Networks customers over 12 months through reduced energy bills and increased income.

Supported more than 1,400 customers in 12 months, providing personalised advice and guidance.

£413 average savings gained per customer.

91% customer satisfaction score among supported customers.

What our client had to say:

Hearing the success stories of our clients is one of the most rewarding parts of what we do here at We Are Group. We firmly believe that our clients' success is our success, and we are deeply grateful for the trust UK Power Networks extend to us.