UK Power Networks Customer Vulnerability Enduring Partnerships

Award outcome

Framework agreement

Description

As part of its RIIO-ED2 commitments, UK Power Networks (UKPN) has developed an ambitious strategy to support vulnerable customers beyond its core responsibilities as a Distribution Network Operator (DNO). This includes tackling fuel poverty and ensuring that no one is left behind in the transition to a net zero future. UKPN has set a target to assist 100,000 vulnerable customers per regulatory year, with an overall ED2 Net Present Value (NPV) target of £10.94 million. Alongside these commitments, we uphold the importance of delivering outstanding customer service, expecting partners to maintain high customer satisfaction levels (CSAT) exceeding 94%. UK Power Networks are looking for trusted partners with a focus on Consumer Vulnerability support services. We require partners who can work with the UK Power Networks' Customer Vulnerability team to target specific activities or groups of customers, as identified through data analysis. Projects will be expected to comprise of services that provide targeted support to fuel poor customers, and which deliver against our targets. These services should include: • Non-in-depth advice • In-depth advice to customers who may be in or at risk of being in fuel poverty • Wider and more enduring support Total Value (estimated) excluding VAT: £4,963,785

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