Sarah Thacker, Vulnerable Customer

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Doing more for vulnerable customers

“Our team works on all sorts of initiatives that aim to protect our most vulnerable customers and find ways we can help and support them. For example, the warm home discount obligation on energy suppliers or working to tackling fuel poverty. I work on the warm home discount project and on redeveloping our personalised support service for customers with additional needs.”

Achieving our ambition

“I think the Personalised Support Service will help us to achieve our ambition of being the best and most trusted for customers. It’s still in its early stages, but we’re confident we can reach out to every customer that needs our support – and, wherever possible, cover all their requirements in one conversation. This could include things like a better tariff or payment method, advice on becoming more energy-efficient, a warm home discount rebate, and a benefit entitlement check to ensure they're getting all the government support they’re eligible for. It’s all about providing personal and sustainable help and advice, not just offering a quick fix.”

Making a real difference

“I’m really happy to be involved in this project. We can make a real difference to customers if we get it right, and I’m excited to help it develop.”

 - Sarah Thacker, Vulnerable Customer Innovation Executive

Nick Eves, Customer Insight Team

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Understanding our customers

“I work in the Customer Insight team, focused on understanding consumer behaviour and attitudes, so the business can put the customer at the heart of everything we do. There is always a need to understand what works for the customer, whether in communication, new product development, or contract renewals. We’re the ones that go out and talk to the customers directly about their needs, and present that back to the business.”

Top for trust and satisfaction

“A good example is the work we did in developing Blue + Price Promise. From the initial ideas generated, to the detailed messaging for product launch, through to the way we approach renewals – everything used our insight and research. To see whether this is a success, we look at how well this range of products has sold, why customers have signed up, and what they think of EDF Energy.”

See the results

“The low-carbon Blue products have been used in advertising, and working on the project was excellent; because I could see the customer insights being applied and the results produced. Even people outside the industry have seen the Blue products and comment on their success, and I can see directly how my contributions have helped us.”

- Nick Eves, Senior Manager of Data Analytics and Customer Research

Emma Gardiner, ECO Quality & Compliance Executive

Quality and compliance

EDF Energy met its government-set ECO targets in December 2014, months ahead of the deadline in March 2015. The company supported the installation of 170,000 energy saving measures in 144,000 homes across England, Scotland and Wales.

“As an ECO Quality and Compliance Executive, I work with Technical Monitoring Agents and internal partner managers to ensure the energy efficiency measures funded by EDF Energy via ECO are completed to high standards of quality and safety. 

“I love working with the rest of the team and I enjoy the opportunity I have to go out on site and see first hand the difference EDF Energy is making to the everyday lives of the people who benefit from our ECO funding.”

- Emma Gardiner, ECO Quality Executive

Mark Dallen, Consortium & Stakeholder Manager ECO

Energy Company Obligation

In May 2015, as part of our Energy Company Obligation (ECO) responsibilities, we approved £1 million of funding for biomass district heating systems for three redeveloped central Manchester tower blocks. The refurbished Tribe apartments have regenerated the area. The once-derelict towers now house 192 flats within reach of the city centre. Their ECO-funded biomass boilers could save tenants up to £880 a year on bills compared to electric heating, according to the Energy Savings Trust – as well as saving 27,000 tonnes of carbon a year.

“Our team looks to identify and develop ECO funding opportunities with local authorities, councils and housing associations.
“We then manage the commercial development of each project to ensure EDF Energy’s obligated funding is spent appropriately and cost-effectively, typically reducing energy costs for householders, creating warmer and more comfortable energy-efficient homes, plus reducing household carbon emissions.”

- Mark Dallen, Consortium & Stakeholder Manager ECO

 

Our Better Energy Ambitions

Our six Better Energy Ambitions set out our short, medium and long-term goals and targets for improving our social, economic and environmental performance.

By meeting these ambitions, we will have created Better Lives, Better Experience and Better Energy - The Better Plan - in a responsible and sustainable way.