The pandemic has had an impact on our members’ finances and we know that people may be worried about their energy bills this winter. We want to make sure we’re helping as many of our members as possible.
Along with other energy suppliers, we’ve created new commitments with Ofgem, the energy regulator. We’ll make sure it’s easy for members in financial difficulty to get in touch with us, as well as making bills as accurate as possible. And we’ll install more smart meters for our Pay As You Go members.
We’ll make sure our members have the support they need
We’ve already made changes to our website so it’s easier for vulnerable members to get support. Since simplifying our sign-up form for the Priority Services Register, we’ve doubled the proportion of Bulb members who are getting our support services.
Last year, we launched Smart Pay As You Go, and we’re installing smart meters for Pay As You Go members around the country. These members can now manage their energy anywhere and at any time through the Bulb App. Being able to top up from home is so important in a pandemic and has made a big difference to our members’ lives.
We also provide the Warm Home Discount to thousands of members, and we partner with Citizens Advice to support members at risk of fuel poverty. They can give free financial advice tailored to you and your home, and help you apply for any benefits you’re eligible for. With the help of the specialists at Citizens Advice, our members have been able to secure over 1 million pounds of extra annual income, just by applying for benefits they didn’t know they could get.
We help low income and vulnerable households with energy efficiency measures, like loft insulation, cavity wall insulation, and boiler replacement or repair through the ECO scheme. So far, we’ve installed measures that will reduce household bills by £218 million over the next 25 years, saving 665,000 tonnes of CO2. As part of this scheme, we’re installing smart thermostats in members’ homes for free.