The gas distribution networks (GDNs) are responsible for ensuring communities have access to safe and reliable gas supplies. However the way GDNs understand vulnerability, the range of vulnerabilities ad how different vulnerabilities affect customers is complex.
Additionally, there’s an equally complex and diverse range of stakeholders providing direct or indirect support to customers.
The ensure community resilience and customer safeguarding in the current energy climate (and during the future energy transition), it’s necessary to understand and quantify the range of support already being provided by the gas, electricity, water and communication companies.
The Solution
The primary output of this project was the delivery of a desk-based evidence review entitled ‘Customers in Vulnerable Situations and Community Resilience: A Cross-Utility Study‘.
This research project identified and quantified practices and work already performed by the GDNs. Distribution network operators (DNOs) and other utilities to support customers and communities.
The study forecasted both the short and long-term risks to community resilience and provided recommendations to ensure networks are equipped to provide the most appropriate support for customers in vulnerable situations.
Partners
The project was initiated following a call for innovation on behalf of Northern Gas Networks (NGN) in February 2021. National Energy Action (NEA) were selected as the successful innovator, with the project completed in February 2024.
The Project
This two-phase action research project was conducted over an 18-month period. Action research was chosen as the preferred method because of its interactive, iterative and collaborative characteristics (it was also able to provide insight throughout the course of the research).
The Project Included:
1. Desk-based evidence reviews of over 70 resources
2. A call for evidence (CFE) issued to utility and non-utility stakeholders (x53 responses)
3. Two rounds of expert stakeholder workshops (x12)
4. In-depth, semi-structured expert interviews (x10)
5. NEA, NGN review session
6. Quantitative household postal survey (x43 responses)
7. In-depth, semi-structured household interviews (x8)
8. Stakeholder roundtable event (x24 stakeholders).
New Learning
1. Developed an understanding of how utilities identify and address vulnerabilities
2. Recognised the range and nature of vulnerabilities, plus their complexities
3. Identified available support to understand how to address vulnerabilities.
New Steps
To improve knowledge on customers in vulnerable situations, this project’s final report is being disseminated through NEA’s and NGN’s relevant stakeholders. NGN are reviewing the final report to influence their core strategy on how they engage with customers in vulnerable situations. NGN plan to share and promote the changes made to their strategy, supported by the NEA.
Understanding the ways customers can experience vulnerability is essential if we’re to ensure the transition to net zero is fair, just and inclusive for all. This research and the guidelines its developed will be key in enabling networks and partners to embed a vulnerability-first perspective into their planning and delivery, now and in the future.
Insights & Impact Manager | National Energy Action Dr Jamie-Leigh Rosenburgh