In 2006, we launched CaringEnergy, a comprehensive programme designed to support vulnerable customers. CaringEnergy is a tangible demonstration of our commitment to helping vulnerable customers achieve affordable warmth in their homes. It makes a range of products, measures and services available for vulnerable customers to reduce energy bills, improve energy efficiency and affordably heat homes.

In addition, our Retail business offers customers with special needs a variety of ways of contacting us:

• The minicom system is a text phone for customers with severe hearing difficulties.
• Talking bills help customers with visual impairments. If customers ask us to, we will phone them every time a bill is due and give them the details of the charges over the phone.
• Braille and large print bills are also available.
• The Language Line allows us to communicate with customers in their native language. This is available in more than 150 languages and dialects.
• We can also arrange for bills to be sent to a customer's close friend or relative, as long as they have agreed to receive them and pay them on their behalf.

Customers with special needs can also sign up for our priority service register, which allows a range of assistance and support to be offered, including services such as free gas safety checks, help with reading meters, and temporary heating and cooking facilities if there is an interruption in the gas supply.

Central Networks customers

Central Networks, our distribution business, also has measures in place to assist particularly vulnerable people during system emergencies and power cuts.

Through the nature of its business, the majority of contact that Central Networks has with its customers can be negative, normally normally involving power cuts. The majority of our customers, however, may have never had any contact with us, but that doesn't stop us caring for their welfare.

Customer Support Vehicles - Some supply interruptions may be prolonged due to circumstances beyond our control, such as adverse weather conditions and third-party cable damages. Our two Customer Support Vehicles (CSVs) are a great help in supporting our most vulnerable customers. Both of these bespoke vehicles, unique within the industry, can provide hot and cold drinks, food, torches and other useful items to customers to help during a power cut, as well as heating hot water bottles, babies' bottles, etc. The help is particularly welcomed by the elderly and vulnerable who are always grateful for the additional support during these difficult times.

Winter packs - These useful packs were developed after feedback from customers and   ensure that our customers know how to contact us in the event of an emergency, and that they have useful items to hand in the unlikely event of a power cut.

Each pack contains:

• a leaflet with useful information in the event of a power cut
• emergency contact information for Central Networks
• a warm fleece blanket
• a pair of warm gloves
• a reusable hand warmer
• a torch complete with batteries.

These have been so popular that we've ordered a further 6,000 packs for 2007. Through this initiative, we have developed a working relationship with Age Concern and other agencies such as Social Services and Carer's Associations.

Parish Council packs - These packs have now been sent to all the Parish Councils across the area (2,390 in total). They contain:

• a torch with batteries
• a foil blanket
• an analogue corded telephone
• a reusable hand warmer
• a wind-up mobile phone charger
• a covering letter.

The contents reflect our recommendations for a household to have on stand-by in the event of a power cut. We are not providing the packs on an ongoing basis (they are not for sale) or to customers; they are purely for parish councils to use as a demonstration.

We have also developed a range of leaflets for the Citizens Advice Bureau, which are also available to customers, focusing on a range of areas including safety in the home and garden, how to be safe while engaging in outdoor activities, advice on what to do during a power cut and advice for the emergency services.