More than warmth: How we’re supporting our heat customers through winter
As winter continues, with its cold weather and grey skies, many households face added worries — especially around keeping energy costs under control. That's why our Heat team, who serve more than 50,000 customers through our district heating schemes, have been finding new ways to offer a little extra warmth to those who need it most.
So far this winter, through a range of innovation solutions and schemes, our team have been able to facilitate:
- Half a million pounds of debt to be written off
- 80%+ success rate in helping to keep customers out of debt
- Continuing huge growth in positive feedback from customers
Once we have identified customers who are most likely to benefit, our team contacts them directly to discuss how we can support them best, explaining how the available initiatives work. If customers are able to make three minimum payments towards their outstanding balance, we then move to clear the remaining energy debt using a range of funds.
So far, this approach is helping us to clear more than half a million pounds of energy debt from customer’s accounts – and most importantly, it’s delivering lasting change, with around 80% of those we’ve helped have been able to stay out of debt afterwards. Many of these customers are based in London, where the cost of living can make these energy challenges even more significant.
Robbie Davies, Heat Customer Service Lead, says: “I’m incredibly proud of our Winter Support Scheme and the difference it’s making to our most vulnerable customers. In these challenging times, we’ve been able to provide warmth, reassurance, and practical help to our customers when they need it most. This isn’t something we’re obligated to do. It’s simply one of the ways we’re trying to make new energy work for everyone – by easing the burden for those who need a bit of extra help during the colder periods "
The impact of these efforts has gone beyond finances too. We’ve seen a 30-point improvement in our Net Promoter Score (NPS-a rating that shows how our customers think we are doing) reflecting growing appreciation from our customers. This is a testament to the stability of our networks, the skill of our engineers, the expertise of our customer services team, as well as the compassion and collaboration shown across our entire Heat team.
Robbie adds: “The customer service team have been on a long and positive journey, working hard to continue improving customer feedback and it is rewarding to see the steady improvements in our customers feedback since 2021”.
At the heart of it all, it’s about people helping people. A small act of warmth can make a big difference – and this winter, we’re proud to be finding new ways to help support bright new beginnings.
Notes to editors
E.ON's goal is to ensure the energy transition works for everyone. Through E.ON Next, E.ON Energy Infrastructure Solutions and npower Business Solutions, our mission is to help make energy more affordable and sustainable across homes, businesses, cities and communities.
Globally, E.ON is a major provider of energy solutions and clean energy networks with around 47 million customers across 17 countries. In the UK, we serve nearly one in seven households and businesses, and we are the UK's largest supplier of electricity to industrial clients.
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