Power NI recognised for customer care at the UK Utilities and Telecoms awards

Tuesday, December 01, 2020

Power NI has been awarded ‘Best Vulnerable Support Team’ at the UK Utilities and Telecoms awards!

The Vulnerability Awareness Gala this week represented a perfect opportunity to celebrate the unprecedented levels of support the industry has been providing to vulnerable customers throughout 2020.  The awards recognised the outstanding achievements of firms, teams and individuals, working in the credit and collections functions across financial services, the public sector, energy, water and telecoms.

William Steele, Power NI Customer Solutions Director said:

“This award is valuable recognition of the work done throughout Power NI to support our most vulnerable customers.   Everything we do makes a real difference to those who are struggling the most and is even more important now during the Covid pandemic.  We will continue to do our best to support those who need us most."

The energy industry is supporting an unprecedented number of customers who have found themselves in vulnerable circumstances due to the Covid-19 outbreak and subsequent lockdowns.  During 2019/2020 we took a completely revolutionary approach to how we look after our vulnerable customers and took our already excellent policies and procedures to another level. The key areas we addressed were training, systems, signposting and practical support. All of these areas helped our frontline staff and equipped them to question and identify those most vulnerable with the greatest sensitivity. 

At Power NI collaboration is in our DNA, particularly when it is for the ultimate result of benefiting our customers.  We have developed excellent working relationships with the most established local charities to include Advice NI, St Vincent de Paul, Christians Against Poverty, Age NI, Macmillan, National Energy Action and the foodbanks to name but a few.  Not only do we signpost our customers to these charities, our staff have volunteered with them and donated basic essentials to them throughout the year which has only enhanced the relationship we have in place.