Electricity network owners CE Electric UK and EDF Energy are to each receive £300,000 from a reward scheme run by energy regulator Ofgem.

The awards recognise work that 'exceeds licence obligations' to support vulnerable energy customers.  In addition CE Electric UK will receive a £400,000 reward to recognise work to build closer links with its customers through improved communication.

CE Electric and EDF Energy manage physical networks for electricity, delivering it on behalf of suppliers to homes and businesses in 5 of the 14 distribution zones in the UK.

CE Electric UK owns networks across the North East of England, Yorkshire and North Lincolnshire, acting solely as the transporter of electricity. EDF Energy owns the largest electricity distribution network in the UK, covering the whole of London, the East and South East of England.  Like many of the distribution network operators (DNOs) EDF also has a supplier arm.

Both Distribution Network Operators (DNOs) demonstrated a holistic approach to understanding and meeting their vulnerable customers’ needs and embedding good communications practice.

The electricity DNOs submit details of measures where they have exceeded their licence requirements to help vulnerable customers who, for example, may depend on electricity supplies to keep medical equipment running. A separate award was given to recognise CE Electric UK’s wide-ranging initiatives, including work with community and welfare organisations, to improve communications with their customers.

The entries were judged by an independent, multi-disciplinary panel with representatives from Age Concern, RNID, RNIB, the Public Utilities Access Forum (PUAF) and energywatch.

Panel Chair, Sarah Harrison, who is Managing Director for Corporate Affairs at Ofgem, said: “CE Electric UK and EDF Energy deserve particular recognition for the creative approach they have taken to supporting vulnerable customers. CE Electric UK is also to be congratulated for the wide range of initiatives it has taken to improve communication with customers. In both cases, these companies demonstrated a clear commitment across the business, from top to bottom, to their work to help vulnerable consumers and improve communications.

“This is the second year of Ofgem’s award scheme and it was clear from the range and quality of the applications that the companies have built on the first year’s experience and are improving customer service beyond their licence obligations. In every application, the panel saw examples of innovation and best practice in priority customer care or communication - all of which deserve recognition.”

All DNOs are obliged to keep records of vulnerable customers and CE Electric UK and EDF Energy demonstrated thorough work to update their records, add additional customers and provide them with services beyond the core minimum. Customer service staff at both companies received training from organisations such as the Women’s Royal Voluntary Service and EDF Energy worked with disability charity MENCAP to build knowledge of vulnerable customers’ needs. EDF Energy also used talking newspapers and hospital radio initiatives to engage with vulnerable customers.

CE Electric UK has worked on wider communications strategies by setting up an external language line providing translation into over 100 languages. It also distributed update newsletters to all parish councils and has raised awareness among customers by working with community groups, MPs and the media.

Ofgem Press Release: http://www.ofgem.gov.uk/Media/PressRel/Documents1/R30.pdf

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