With the rising cost of living, vulnerable and low-income customers are under more pressure than ever to use their energy safely, efficiently and affordably. We’ve introduced our Safe & Warm community team to address this. They’re a dedicated group reaching out to support our most vulnerable customers across our Scotland and southern networks.
With their dedicated fleet of vehicles, they’re getting out and about in the communities we work in, identifying and helping communities facing high levels of vulnerability and fuel poverty and bringing our Careline service directly to them.
Our specialist energy advisers have completed comprehensive training to prepare them for the support they’ll be providing. This has included how we respond to emergencies and our mains replacement programme, carbon monoxide safety, a range of health and safety procedures, and specialised support for mental health, disabilities, the elderly, and more.
They’ve also received a pioneering Fuel Debt Advice qualification, allowing us to give in-depth energy guidance right at our customers’ doorsteps.
How we can help
Over the coming months, our energy advisers will be getting out and about in their vans, visiting homes and community spaces to provide:
- Registration for our Priority Services Register
- Tips on energy efficiency
- Carbon monoxide alarms for added safety
- Connections to charity partners and local support services, including warm hubs
Meet our teams
In Scotland, Angela Newman and Scott Macphee-David (above) are our go-to experts for support. With backgrounds in community-based engagement supporting community organisations and charities as well as working with vulnerable adults, they’re both well placed to support people in our Scottish communities.
In the south, Alan Paxton and Stephanie Jeffries (below) are collaborating with partners to ensure safety and support across our southern network. Having worked with vulnerable children and roles in council housing and debt management, they’ll be using their experiences to help our southern customers.
Find out more about how we’re partnering with specialist organisations and the help we can offer vulnerable households here.
