Our vision - "SP Energy Networks is recognised by our customers for the support we provide in the communities we serve, treating everyone as an individual with respect and care".
Our outcomes:
We have three outcomes which outline the specific changes we will drive as a result of our actions.
Outcome 1
Our communities are more resilient in vulnerable situations.
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Outcome 2
Our customers feel cared for and supported.
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Outcome 3
More people are accessing services to support their daily lives.
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Outcome 1
- Our communities have different makeups and characteristics and can respond very differently in vulnerable situations such as a natural disaster.
- We have used data to understand which of our communities cope less well in events such as power cuts so we can proactively target our initiatives.
Key achievements
22%
More customers on PSR.
1202
Support Services Delivered.
99.1%
Performance for our top Low Resilence Communities.
Outcome 2
- We want our initiatives to have an impact and really matter.
- When the things we do to reach out to people and genuinely help, our teams are more engaged and motivated because the can see it making a real difference and they know what they do matters to people.
Key achievements
9/10
PSR Satisfaction in a Fault.
8th in UK
ICS benchmarking - ahead of companies such as Waitrose and M&S.
1st
For Customer Effort in UK.
Outcome 3
- Our society is changing and evolving and new technologies mean we can communicate quicker and easier than ever, however face to face communications are reducing and globalisation means family structures can become fractured.
Key achievements
1202
Support Service Delivered.
£238K
Benefits delivered to customers through our support service initiative.
Over 408K
Customers added to our PSR categories to close our GAP.
Our activities and outputs:
1
Supporting customers on our PSR (Priority Service Register) in 12 ways during power cuts.
2
Delivering free practical support services based on the things our customers need.
3
Targeting areas by using national data to get to hard to reach customers not yet on the PSR.
4
Supporting the communities we know are least resilient in power cuts through network improvements and support.
5
Initiatives out in our communities to find hard to reach customers, target front line professionals and contribute our resources.