Extra support our customers can get
We recognise that our customers face real life challenges beyond our services. Therefore, we have established valuable partnerships and networks designed to offer meaningful support and essential guidance during difficult times.
Energy Affordability
We’re a network operator, not an energy supplier, so we don’t deal directly with customer bills. However, we know that some customers can struggle to pay for the power needed to heat their homes, so we’re doing what we can to help.
- Our ‘Power Up’ scheme allows us to refer customers who want support to independent organisations who can help them to save money and keep warm. Since 2013, we’ve helped thousands of customers to save millions on their bills. Learn more about the Power Up scheme.
- Our ‘Affordable Warmth’ project connects customers with a range of regional partners with energy affordability projects. These local initiatives can help customers cut energy costs.
Customers can get support with, for example:
- Benefits applications
- Managing debts and making repayments
- Moving to a more cost-effective tariff, including flexible tariffs
- Making home improvements and upgrades that improve energy efficiency
- Upgrading heating systems, including installing a new boiler or heat pump
- Access to additional safety support, including mobility aids and fire safety checks
- Advice around smart meters and low carbon technologies
As well as information, our partners provide details on any funding, such as grants available to lower the costs of energy improvements.
Customers can access information on energy affordability, including what support is available by calling 0800 032 8301.
You can also take a look at our free, independent online survey tool developed by the Centre for Sustainable Energy (CSE). The Energy Choices Tool provides unbiased advice on smart energy options. Learn more at Energy Choices Tool for a personalised guide.
Even small changes can have a significant impact on energy bills, so the savings can soon add up.
Partnerships
As a partner of the Warm Welcome Campaign, we’re committed to aiding our communities to feel supported and included. Warm Welcome connects local businesses and organisations to provide welcoming spaces where visitors can meet others, stay warm and even access support or information through staff or volunteers. To find a warm space near you visit Find a Space.
We are also proud to partner with the Fuel Bank Foundation. In case of severe hardship meaning, you are unable to top up your meter, we can assist you. Please call 0800 032 8302 or reach out to Fuel Bank Foundation directly.
We are pleased to welcome Scope as a newer partner of National Grid further strengthening the support network available to our customers. Scope is a charity that provides advice, emotional support and information to people with disabilities and their families. Follow the link to access services they offer.
Kidney Care UK is one of our valued partners. Kidney Care UK is a charity committed to supporting those affected by kidney disease. They provide emotional support, trusted information and practical help to patients and loved ones throughout their kidney journeys. They can provide access to grants, counselling, health support and more.
Samaritans is a dedicated charity who provide emotional care and support to anyone in distress or struggling. They provide a confidential listening service 24 hours a day, 7 days a week helping people to talk through emotions and feelings safely and in confidence. They can also provide guidance and resources to help service users to learn coping mechanisms during difficult times. Please visit the Samaritans website or call freephone 116 123.
Age UK offer support to older people ensuring they live well and stay independent. They can provide advice, practical services and companionship to help with every day challenges as well as working to ensure that later life is fulfilling, safe and empowered. See Age UK's website, or call 0800 1696565, or for Age Cymru (Wales) 0800 0223444.
The Silver Line is a dedicated telephone service who are part of Age UK to help tackle loneliness for older people. They can offer friendship calls, links to local groups and activities and a listening ear when people might need it most. For more call 0800 4708090.
National Grid works closely with most fire services who offer “Safe and Well” visits to customers who may benefit from additional checks or advice around fire safety at home due to additional support requirements. Visits include ensuring smoke alarms are functioning correctly, wellbeing checks, fire safety advice and tailored support to individual needs helping customers to feel safer in their homes. For more information, please call 0800 032 8301 or contact your local fire service directly.
The fire service also offers an Online Home Safety Check which can take you through each room of your home to help identify potential fire risks and help you take steps to reduce potential risks. To receive a personalised fire safety plan to protect you and your household, click here.