We deliver more than £22m in fuel poverty savings to support vulnerable customers

We have published our 2024/25 Annual Vulnerability Report, highlighting a year of impactful support for vulnerable customers and communities across the Midlands, South West and South Wales.

The report reflects our commitment to protecting vulnerable customers and delivering secure, affordable, and clean energy to the customers we serve. In the last year, key achievements include:

• Supporting 21,000 customers in fuel poverty to save £22m, helping those most in need with debt, benefit applications and energy efficiency advice.
• Delivering £4.8m of low carbon transition savings for nearly 5,000 customers, helping vulnerable households access smart energy solutions and grants.
• Reaching more vulnerable customers than ever before, with 76% of eligible households now signed up to the Priority Services Register (PSR), a free service providing tailored support for those who need it most.
• Awarding £1 million to 247 grassroots organisations through NGED’s Community Matters Fund, benefiting more than 40,000 people.

Emma Pamplin, Director of Customer Excellence at National Grid Electricity Distribution, said: “Undoubtedly, 2024/25 has been an exceptional year. We have implemented innovative new technology in our contact centres, supported around 2.6 million Priority Services Register (PSR) customers and battled the worst storm our network has ever faced.

“The unrelenting commitment of NGED colleagues, from field teams working to get the lights back on in extreme conditions, to those supporting customers on the phones is hugely admirable. “Our mission to ensure a clean, fair and affordable energy future for our customers remains at the heart of everything we do.”

The report also outlines NGED’s winter preparedness strategy, improved digital infrastructure, and expanded outreach through trusted partners such as Kidney Care UK and the Warm Welcome Campaign. Read the full report here.