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Power Up

Our Power Up advice hubs are helping customers to save money and keep warm

Our Power Up advice hubs are helping customers to save money and keep warm

As part of our Social Obligations programme, we've developed a number of innovative schemes to tackle fuel poverty. These are the first of their kind for a Distribution Network Operator and are already helping many of our vulnerable customers to save money and keep warm.

Our key fuel poverty scheme is the ‘Power Up’ initiative. This has developed from our commitment to contact all of our customers we know to be potentially vulnerable in a power cut, to check and update their details. Every customer that we contact is given the opportunity to be referred to one of our Power Up projects. We provide direct referrals to an expert partner who then offers a range of income, tariff and energy efficiency support and advice. To make sure that the projects benefit our customers, we monitor all referrals so we know that each one has had an outcome.

The Power Up initiative started as a very successful pilot project that we ran in partnership with Coventry Citizens’ Advice in 2013. 

We now have Six fuel poverty Power Up projects. Our core projects, are split across four schemes covering each of our licence areas. Coventry Citizens’ Advice continue to help our customers living in the West Midlands with  Auriga Supporting customers in the East Midlands. Our South Wales customers receive support from Energy Saving Trust and the Centre for Sustainable Energy help our customers living in South West England. In addition we also have two bespoke schemes. Power Up Health is a partnership with Air Liquide oxygen supplier. When delivering oxygen supplies Air Liquide staff gain informed consent from around 300 oxygen recipients every month to add them to the Priority Services Register. As part of that conversation they now offer bespoke fuel poverty and energy support through our Power Up Health Partner Nottingham Energy Partnership. Finally Power Up Smart was launched in 2019 with Citizen Advice Derbyshire dales to support customers who have had a smart meter installed, Giving advice and support to understand and use of their smart meter to better manage their energy and keep warmer for less.

In 2018 the projects supported more than 8,900 vulnerable customers. A large number of these customers are benefiting financially saving  – £1.9m from the support provided.

To find out more please contact Tracy Cullen, Social Obligations Officer - 01332 827644 or