Our customers and communities

Our journey so far

We are building lots of infrastructure across the UK and US to meet the energy needs of our customers and communities, now and in the future. As we do this, we are mindful of our impact and have put in place activities to help our most vulnerable customers manage the costs of the energy transition. We are also providing access to skills development opportunities for people from disadvantaged communities, to help develop the future workforce of tomorrow.

This year, in summary we have made progress towards our 10-year commitment for volunteering hours and skills development in communities. Our customer satisfaction scores are generally positive, but we recognise the need for further support in the US, particularly to customers facing higher energy bills.

We have also published our principles for a fair transition, which details our principles, how they are aligned with our Responsible Business Charter and explains the role we can play helping to facilitate a fair and equitable transition to a clean energy future.

What is the clean energy transition? – find out more
 

Our commitments and targets

Support an affordable energy transition

• Report on the number of households and number of people that have benefitted from financial assistance, advice and energy efficiency measures as a direct result of our energy support fund
   

Accelerate social mobility in the communities we serve

• Provide meaningful skills development for 45,000 people by 2030 with a focus on disadvantaged communities and report on the number of people hired through Grid for Good employability programmes
   

​​Engage directly in our communities through volunteering​​​​​

• Deliver 500,000 employee volunteering hours in our communities by 2030
   

Act on feedback we receive from our customers on the service we provide

• Report back on customer satisfaction scores across our key business areas (where available)
   

Our areas of responsible business

We have identified the other key areas where we can really make a difference by ensuring responsibility is woven through everything we do.