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British Gas - Fuel Poverty

Understanding & supporting vulnerable customers

Lead service designer and researcher



2.4 million households across England are currently experiencing fuel poverty. In 2018, the UK was ranked as having the 6th highest long-term rate of excess winter mortality out of 30 European countries, averaging, 32,000 deaths in each December to March period. As of September 2020, British Gas currently serves 1,937,371 PAYGE customers.


The Accelerator Hub was approached by the Consumer Vulnerability team and asked: "Is there something we can do to better identify self-disconnecting, vulnerable customers, and help these customers’ situation in the long term?"


  • Workshops

  • Customer interviews

  • Stakeholder Interviews

  • Analytics

  • Competitor analysis

  • Journey analysis


This progress in currently in progress.

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