Progress so far
Our investment in employee training and improved processes has made us the UK’s highest performing gas network for customer service. We’ve reduced customer complaints by 65% since 2013.
We’ve also made some big steps in improving our support for potentially vulnerable customers. Our engineers visit over half a million homes each year, so we’ve trained them to identify circumstances where our extra care could make a positive impact.
For example, we now have 2,400 employees trained in dementia awareness, with our engineers able to offer support to those that need it. One way we do this is by supplying and fitting cooker valves free of charge, helping customers with dementia live safely at home.
Meanwhile, our ‘Help to Heat’ scheme is actively tackling fuel poverty. It’s already helped over 24,000 households by providing free or assisted connections to our network. This gives those in fuel poverty access to an affordable fuel supply which can reduce their bills, and in many cases improve the comfort of elderly or vulnerable customers.