Key Outcomes
1 million+ vulnerable customers identified
50x increase in email campaign effectiveness
Reduced manual effort, enabling PSR outreach at scale
Stronger regulatory outcomes
Improved ability to measure and evidence impact across campaigns and interventions
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The Opportunity
Leaving No One Behind: How AI Insight is Helping to Power Vulnerability Support at UK Power Networks
As part of its business plan for 2023-2028, UK Power Networks committed to maintain its position as the UK's leading electricity network operator for customer service. Central to this ambition was strengthening support for customers living in vulnerable situations, including those at risk of fuel poverty and digital exclusion. To deliver this ambition consistently and at scale, the team prioritised three focus areas for its Spotlight project:
Joined-up customer insight
Information relevant to vulnerability support sat across multiple internal and external systems. Bringing this data together would create a clearer, more actionable view of customers and their needs.
Proactive, inclusive identification
The goal was to proactively reach Priority Services Register-eligible (PSR), Fuel Poor (FP), and Leave No One Behind (LNB) customers - including those who are digitally excluded, by using consistent, data-driven signals.
Scalable, tailored outreach
Customer engagement needed to scale up while still enabling teams to tailor communications and support to match different customer circumstances. In short, they aim to ensure the right support reaches the right people at the right time.
"By turning data into actionable insight, it allows us to prioritise support more effectively and demonstrate tangible impact for the communities we serve."
Andrew Burton, innovation project lead at UK Power Networks.
The Solution
Proactively identify, understand and support customers in vulnerable circumstances
CKDelta delivered ∆Priority—an AI application designed to enable proactive identification, prioritisation and engagement of vulnerable customers at scale.
Rather than replacing existing customer teams or systems, ∆Priority was designed to augment human decision-making, combining data science and automation to unlock a richer level of customer insight.
Combined over 30 datasets (e.g., CRM, geospatial, government data) to create holistic customer profiles.
Used ML models to accurately segment customers into categories with postcode-level precision.
Automated eligibility assessment and generated campaign ready customer lists for targeted outreach.
Provided dashboards and analytics to help customer teams prioritise actions and track outcomes over time.
"By using data-driven insights, we’re not only identifying those who need help, but it’s also ensuring that the support we offer is personalised, relevant and timely. This project is a crucial step towards building a more inclusive energy system for everyone."
Jo Lomax, consumer vulnerability manager at UK Power Networks
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Related Solutions
Priority
Helping utilities proactively identify, understand and support customers in vulnerable circumstances.
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Discovery
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