Issue link: https://fhpublishing.uberflip.com/i/1162971
CUSTOMERS NETWORK / 34 / SEPTEMBER 2019 is a nationally critical topic. Our energy network will change over the next 10 years with more exibility and control becoming available in local distribution networks and having knowledgeable and engaged com- munities will support these changes being successful. Q What are you doing to ensure that the needs of vulnerable cus- tomers are met? MF: As in other areas we are seeking to ensure we understand their needs from the speci• c research SGN have done with those customers and then challenging to ensure their plan is ambitious enough in that area (taking account of Ofgem's guidance). TM: Challenges to National Grid have been driven by the need to show strong evidence of robust, inclusive engagement among stakeholders. We've looked at areas such the Willingness to Pay research and asked Citizens Advice for its views on whether the plan properly addresses the needs of vul- nerable customers beyond just those who are fuel poor. Overall, we've urged National Grid to show that social responsibility is hard-wired into their business culture, not just a business plan. A CROSS-SECTOR APPROACH TO VULNERABILITY Stephanie Trubshaw, customer director at network operator Electricity North West, talks about their recent priority services data share trial with the water company United Utilities. Our research tells us that vulnerable custom- ers can be particularly disadvantaged when they lose a vital service like power, water or gas. These customers have also told us how they are reassured by targeted support ser- vices like the Priority Services Register. Some too have shared their experience of a 'one- stop shop' service from local councils. This recently prompted us to explore how we could provide a single sign-up point to register for the support services available from utilities. Last year we teamed up with United Utili- ties, the North West's water and wastewater provider, for an innovative priority services data-sharing trial. During the trial, 80 per cent of customers agreed to have their data shared. Qualitative research showed high- levels of endorsement and satisfaction with this approach, and the additional support service access that resulted. The partnership complemented exist- ing arrangements we had with Cadent, the North West's gas network operator, where they provided us with Priority Service Register referrals from their customers. We also have a similar agreement with Northern Gas Networks. In October 2017 Ofgem and Ofwat (the water regulator) established the 'Making better use of data: identifying customers in vulnerable situations' initiative through the UK Regulators' Network (UKRN). The expectation was that water and energy companies should explore cross-sector non-fi nancial vulnerabil- ity data sharing and continue to work together alongside third parties to support and identify customers in vulnerable situations. Our earlier data sharing pilot with United Utilities had pre-empted this call and was cited as a 'great demonstration of what cross- sector utility companies can achieve by work- ing together' in their November 2018 UKRN follow-up report. During the pilot, we securely shared data for 13,000 Priority Service Register customers with United Utilities. In turn, they provided us with over fi ve thousand records from which we were able to complete two thousand new registrations on our register, matching up our priority support to customers that need it most. We met regularly throughout the trial to discuss feedback on customer experience, challenges and how we were overcoming them and to share best practice. This ap- proach has now become business as usual between us, and our joint lessons are being taken forward with an ambition to roll out Priority Service Register data sharing nation- ally between the water and energy sectors by 2020. Trials like these are the types of positive and inclusive innovation that Ofgem is encour- aging in its Consumer Vulnerability Strategy, published in June 2019. It also delivers against their ambition for more partnership working to tackle issues that cut across mul- tiple sectors, and improve identifi cation of vul- nerability and make smart use of data. We're now leading the cross-sector conversation on the benefi ts this scheme is delivering for our most vulnerable customers. In statistics published by the Department for Business, Energy and Industrial Strategy in June 2019, the North West was identifi ed as the area with the highest incidence of fuel poverty in England. This adds urgency to our work. Our priority is straightforward; we need to develop practical solutions for our poorest and most vulnerable customers, and we'll continue to work with our partners to deliver these.