CSE projects awarded in report highlighting industry best practice

5 February 2018

We’re delighted that our work has been recognised in a report published by Sustainability First, a leading environmental think tank.

The report, Energy for All – Innovate for All, highlights examples of best practice in supporting vulnerable customers across the energy sector.

Our projects won gold, silver and bronze prizes in the category ‘identifying vulnerability’, as well as special mentions in ‘improving access for vulnerable customers’ and ‘supporting customers on low incomes and in debt’ categories.

Best practice case studies were selected by an independent panel of industry regulators, government, consumer and disability representatives from Age UK, Citizens Advice, British Red Cross and others.

Identifying vulnerability

Gold: We researched the different demographics of Western Power Distribution's (WPD) customer base to produce a vulnerability map of their distribution area. We’ve also mapped existing fuel poverty schemes to make it easier to create referral schemes and partnerships. Find out more about this work here.

Silver: Western Power Distribution won silver for their work in updating their Priority Services Register and passing on vulnerable customers for energy advice. We’re the energy advice provider for the WPD's South West region through the Power Up hub.

Bronze: We created a web app for SSEN that shows areas with high proportions of vulnerable customers, allowing them to target particular locales for extra support.

Special mention: Wellington Healthy Homes. For this project researchers at CSE produced a map for Wellington Medical Practice to use which shows the distribution of energy inefficient homes in their practice area.

Supporting customers on low incomes and in debt

Special mention: Our project Smart and Snug was ‘one to watch’. In this research project we’re using sensors to collect data about how storage heaters are used. This data will then be presented in a visually accessible format which Home Energy Team advisors will use to give personalised support to householders.

Improving access for vulnerable customers

Special mention: our energy advice videos. Our night storage heater explainer has had over 60,000 views to date.

In addition to highlighting best practice examples the report sets out a five-step ‘Vulnerability Innovation Flight Path’ – to help companies think about what internal processes and governance arrangements they can implement to enable innovation for their customers with additional needs. Read it in full here.

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