Vulnerable Customers Getting Extra Support

Customers needing extra support during a power cut are getting it according to our latest figures.  

In November alone, over 14,000 vulnerable customers on our Priority Services Register were proactively called by our contact centre staff to check on their health and welfare because of a power cut. 

We are responsible for managing the electricity network that powers homes and businesses across the Midlands, South West England and South Wales. So company to contact during a power cut or when reporting a dangerous situation involving electricity, like fallen wooden poles or power lines.

Our Priority Services Register is a free service and is available to anyone of pensionable age, the disabled, those who have young children or who rely on medical equipment at home.

As part of the service, we inform our customers of power cuts affecting their homes and offer specialised help,where needed, in association with the British Red Cross.

Our Contact Centre Manager Chris Griffiths said: “Our network is very reliable and power cuts are quite rare, but when they do happen we know that it can be inconvenient. For some people it can also be worrying.

Our Register offers peace of mind for vulnerable customers and their families, and we do our very best to ensure that their needs are met at all times."

We currently have 1.9 million customers on our Priority Services Register.

Chris added: “In a power cut, we do our best to contact those on our Register to make sure they are informed and assured of what is happening and to offer the help they need. Wherever possible we will provide details of when to expect power to return, and we may contact them multiple times until the power is restored. The response we have had to the service is really positive and we want to ensure that everyone who needs the service is registered. You may never need it, but it’s good to know it’s there just in case.”

To find out more information or to register, please call us on 0800 096 3080 or visit Priority Services.