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Service Beyond the meter (SBtM)
Services Beyond the Meter (SBtM) goes above and beyond to prevent our customers from living in unsafe, cold conditions due to financial hardship.
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Anyone can become vulnerable if their gas supply is temporarily isolated. Usually, gas supply interruptions are very short, but occasionally, they can take longer, especially when we identify an issue with a customer’s internal gas pipework or one or more of their appliances.
Customers in vulnerable situations historically faced three options when their gas appliance is isolated and condemned. Due to financial hardship, customers can either remain off-gas, risk self-disconnection or take out credit to afford the cost of repair/ replacement.
Our award-winning Services Beyond the Meter programme offers a fourth option – a range of additional services, designed to keep customers safe and warm. Since April 2021, we’ve seen a year-on year increase on customers benefiting from the programme.
We continue to explore how we go beyond the minimum standards of service and work with a range of partners to ensure we never leave a customer vulnerable without gas.
By 2026, we will refer 65,000 households to expert partners for support with fully funded interventions including the replacement, repair or service of boilers and appliances.
Since April 2021 we’ve made 63,248 referrals and interventions, with 55,586 taking place between April 2024 and March 2025,
We will train our front-line colleagues to spot signs of vulnerability and refer customers in vulnerable situations to trained third parties for fully funded and tailored interventions.
4,554 of our colleagues were trained between April 2024 and March 2025
