Supporting vulnerable customers

We’ve adopted an evidence-based approach that utilises knowledge of our customers and stakeholders and learns from data and experience. This has enabled us to establish a wide-ranging programme of targeted support through community partners, for customers where it is needed most.

In 21/22 we spent £854,242 through our Vulnerability and Carbon Monoxide Allowance (VCMA) funding, £52,082 via our Community Partnering Fund, £60,000 through our Winter Support Fund and £89,054 through our Customer Support Fund. You can read more about this in our annual report.

Giving back with our Community Partnering Fund (CPF))

Our joint initiative with Northern Powergrid  has continued to support grassroots projects this year. As well as focusing on fuel poverty and energy efficiency, CO safety, the Priority Services Register, STEM skills, and recovery from Covid-19, we’ve expanded the fund’s focus to incorporate food poverty projects in response to the increasing number of customers in food and fuel poverty.

Nineteen new projects have been supported this year, generating £2 or more of benefits for every £1 invested.

We expect to see £68,000 of benefits delivered overall and around 900 people directly supported with improved home and living environments.

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Tell us what you think.

We’re always looking for feedback to help improve our service. As a valued stakeholder it’s essential that we understand your priorities and hear what you think of our current performance and services, as well as our future plans. If you have feedback on our plans for 2021 – 2026 that you would like to share, good or bad, we’d love to hear from you.

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What we've learned so far


Should we promote low carbon alternatives to a gas connection (like heat pumps) when talking to customers experiencing fuel poverty?

50% Yes
50% No

During a major loss of supply or gas emergency, should NGN provide its incidents support package, including heaters, hot food, showering facilities and alternative accommodation to all NGN customers or just those customers registered on the Priority Services Register (PSR)?

57% All customers
43% Customers on PSR

Let us know your thoughts! In addition to Carbon Monoxide awareness, which of the below would be most beneficial for our teams to provide advice or referrals on?

50% Energy efficiency
50% Safeguarding

Does our target of getting to 97% of gas escapes (where the supply can’t be turned off at the meter) within 1 hour meet your expectations?

73% Yes
20% No, I expect it to be higher
7% No, I expect it to be lower

attended our Communities workshop in March, bringing together the voices of those already actively engaged in the provision of support services to customers in vulnerable circumstances across wide ranging industry sectors.

At our Communities workshop

stakeholders suggest making Carbon Monoxide awareness a priority message when interacting with customers alongside energy efficiency.

Useful documents

Our Vulnerability Strategy

Our Vulnerability Strategy sets out how we’re working to support people living in vulnerable situations in our region.