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Customers & Community

We care about our customers and our communities. Here you'll find information about our priority services, how we communicate with our stakeholders and care for our communities.

Priority services

Our priority services provide some extra help, assistance and reassurance for those who need it, including elderly and disabled people.

Customer service

Learn what we’re doing to keep our customers informed and in control.

Our promises to you

We’ve made 5 key promises that ensure we’ll deliver the performance you expect and deserve.

General Data Protection Regulation (GDPR)

We’re doing everything to keep your data safe, including adhering to all Data Protection Laws, including EU GDPR.

Smart meter data

Find out how smart meters are helping to transform the way we use energy, helping us all to make smarter and more sustainable energy choices.

Delivering value for money

We’re committed to delivering our essential services as efficiently as possible, learn how here.

Guaranteed standards

We’re bound by OFGEM to meet guaranteed standards of service. Find out what they are and what we’re doing here.

Meter Point Administration Service (MPAS)

Quickly find out your electricity supplier and Meter Point Administration Number (MPAN) here.

Community energy

Read about how we’re working with our communities to cut the cost of buying, managing and generating energy to become as efficient as possible. 


We recognise our responsibility to operate in a way that minimises our impact on the environment.

Community support

We support local community organisations, raising money to help them continue their life changing work.

Health & safety

We strive to keep you, your family and anyone who comes into contact with our services as safe as possible.

Energy saving tips

Learn some simple ways you can cut energy usage and save money on your bills.

Community Matters Fund

We’ve created a fund dedicated to helping local communities affected by fuel poverty.

Your Power Future

Help shape our future by getting involved in our stakeholder engagement programme.

Performance reporting - RIIO-ED1

Discover how we’ve performed in all key categories, including health and safety and reliability.

Connection customer engagement

Customer engagement is a core part of our commitment to improving our connection services.

Our RIIO-ED1 Business Plan

Read our Business Plan to understand how we see the future of power distribution and how we’re going to achieve it.

Customer Engagement Group

Our Customer Engagement group provides independent and impartial guidance on our plans and proposals. Learn about it, including how you can get involved.

Our consultation process

Our customers pay for all we do so have a right to expect a high standard of service and have confidence that we are delivering.

RIIO Accounts

View our accounts and understand how we’re delivering value for money for every pound we spend on power distribution.

DSO Information for local and rural stakeholders

Learn what we’re doing to help local and rural customers meet carbon reduction targets.

Customer awareness

We want our customers to know who we are and what we do.