Our support reaches 3 million customers as vulnerability programme delivers record year

Annual Vulnerability Report highlights £25 million in savings for customers delivered through fuel poverty initiatives and independent recognition through the BSI Kitemark for Inclusive Service.

We have published our Annual Vulnerability Report 2025/26, marking a record year for customer support across the Midlands, South West and South Wales.

Around three million customers are now registered on our Priority Services Register, with 88% of eligible households signed up for additional support during power cuts.

We also helped more than 25,000 customers through our fuel poverty programmes, delivering almost £25 million in savings and wider benefits, while more than 10,000 customers received support to access low-carbon technologies and services saving them over £4 million.

Emma Pamplin, Director of Customer Excellence at National Grid Electricity Distribution, said: "Supporting customers and communities is at the heart of everything we do.

"We know that people’s circumstances can change at any time, whether because of financial pressures, health challenges or the impact of severe weather. That's why we work closely with charities, local organisations and industry partners to make sure support is available when it is needed most.

"Our focus is on creating lasting value for customers, building resilience in the communities we serve and ensuring everyone can benefit from a safe, reliable and affordable energy system. By listening to customers and working together with partners, we're reaching more people than ever before and continuing to strengthen the support available across our network."

The report highlights the importance of collaboration, with more than 240 partner organisations helping us identify and support customers who may be harder to reach through traditional channels and ensuring those customers find out about and join the Priority Services Register.

It also showcases our response during Storm Goretti, when teams proactively contacted Priority Services Register customers and worked with partners to provide welfare support for those most affected by prolonged power cuts.

Alongside publication of the report, we have achieved the BSI Kitemark for inclusive service, providing independent recognition of its commitment to accessible and inclusive customer support.

As the nation's largest electricity distribution network by geography, we serve around 20 million people through eight million connected properties. The findings from the report will help shape future services as we continue to work with customers, communities and stakeholders to improve support and build resilience.