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INDUSTRIAL AFFILIATES

WALES & WEST UTILITIES LAUNCHES GUIDE
TO ENGAGING WITH THE MOST VULNERABLE
WALES & WEST UTILITIES 2026 we’ll double our support for the
vulnerable – investing £750,000 a
LAUNCHES GUIDE TO ENGAGING year, while committing to increase our
number of Priority Service Register
sign-ups by 200 per cent.
“We hope this document offers some
WITH THE MOST VULNERABLE insight and support for other research
projects that will shape services for
some of the most vulnerable people in
our society.”
GAS NETWORK Wales & West Utilities the public in general just ‘made to fit’ for Wales & West Utilities’ 2021-
and Mindset Research have partnered this audience, the resulting insights lack 2026 business plan sets out how the
to launch a guide to engaging with the depth and actionability. company is going to deliver the services
most vulnerable people in society. Sarah Hopkins, Wales & West that people across Wales and south
The document, Engaging with Utilities People & Engagement Director, west England rely on in the future. It
Customers in Vulnerable Situations: A said: “Now, more than ever, it’s essential outlines the company’s ambitious plans
Research Guide, builds on several years that businesses reflect the views of the for the next regulatory gas network
of research undertaken by the two communities that rely on them. price control – RIIO-GD2, effective from
organisations and examines the needs “Over the last three years, we’ve April 2021-2026.
and circumstances of customers in spoken to over 21,000 customers to Martin Olver, Mindset Research
vulnerable situations. enable us to prepare and write a RIIO-2 Managing Director, added: “Research
It has been launched at a time when, business plan that delivers what they methodology, that looks at people in
due to the pandemic, it is increasingly want and need – and supporting those vulnerable situations as a specific
important that businesses understand most in need is a key part of that. group of all customers and using
the views of their customers and “This guide started as a research project the same research methods, will not
the communities that rely on them. to help us engage with, and understand provide the most accurate or actionable
Research undertaken by the gas pipeline the views of, the most vulnerable in our feedback. We hope that this guide on
and emergency service has found that communities. It’s been informed by one taking a more bespoke approach will
by treating the potentially vulnerable as on one, in-depth customer sessions and help organisations in the energy sectors
a sub-set of all customers with tried and mini-focus groups with care professionals, and others tailor their services for the
tested methodologies that work well for which now means that between 2021- communities they serve.”

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