Today we’re delighted to bring together people from over 20 of our vulnerability partnerships to discuss the impact of our social impact programme, what we’re learning about supporting vulnerable people and how we can provide even better support.
Maureen McIntosh, our Director of Customer Service, explains why meeting together is so important for developing stronger partnerships.
In 2019, long before the challenges posed by the COVID-19 pandemic and the unfolding cost of living crisis, we laid the foundations of our vulnerability strategy. It was borne not only out of necessity but was shaped by the collective vision of our people and stakeholders. At the core of this strategy lies an unwavering commitment to never to walk away from a customer in need. We’ve pledged to help the most vulnerable in our communities, making sure they can use energy safely, efficiently and affordably.
Over the years, we’ve forged strong partnerships with likeminded organisations, working together to comprehend the challenges faced by individuals and families struggling to stay safe and warm. Collaboration has been the cornerstone of our approach since day one – a collaborative effort to share best practices, insights, and the lived experiences of the customers we serve. In doing so, we believe we can better fulfill our core role of keeping customers safe and warm while drawing lessons and inspiration from the broader community.
Today, we’re delighted to bring together for the first time our partners in person to share their experiences in helping people in vulnerable situations use energy safely, efficiently and affordably. Over 20 people from across Scotland and England joined together to share their experiences and the impact our partnerships have had to some of the most vulnerable people in the country.
Our partners hold a special place in this journey. We’re proud to be bringing them together today to reaffirm our commitments and share best practices with one another, enabling systemic change that benefits those who need it the most. Their feedback continues to be invaluable, helping us to refine our strategies and ensuring that our collaborations are mutually beneficial.
For our initiatives to be effective, the most vulnerable people in our communities need to trust us. This can only be earned through transparent communication, empathy, and a genuine commitment to improving lives. Our focus extends beyond immediate relief to creating lasting impactful changes through our partnerships.
Today we’ve had an opportunity to explore together the tangible effects of our collaboration on our communities and customers.
We’re already seeing the differences we’ve made – 337,487 households have been supported to date, with 51,723 customers signed up to the PSR and 136,442 carbon monoxide safety sessions being provided to those most vulnerable in our community.
It’s clear that our collaborative approach to vulnerability extends beyond that of a conventional utility service – it’s a holistic commitment to the wellbeing of the communities we serve. Our commitment to vulnerability isn’t just a strategy, it’s a testament to our dedication to creating a positive impact in the lives of our most vulnerable customers. Through collaboration, constant evolution, and a foundation built on trust, we’re working towards being a force for lasting, positive change in the communities we proudly serve.
