Episode 3: Vulnerable Residents & Vanessa

Behind the regulations are real-life challenges.

To bring these changes to life, we’ve created a series of fictional residents whose stories reflect situations many people face.

Each episode explores how the new regulations are designed to deliver fairer outcomes, stronger protections and better support.

This time, we meet Vanessa.

Vanessa’s circumstances changed unexpectedly.

A short illness meant time off work.

Money became tighter.

Heating her home suddenly became a worry.

Life can change quickly. If you’ve ever found yourself in a similar situation, you’re not alone.

That’s why the new regulations place a greater focus on supporting residents who need extra help.

Vanessa’s Needs

Vanessa needs extra support.

Some residents may need a little more help.

The Priority Services Register (PSR) is designed to identify people who may benefit from additional support, whether that’s because of their health, personal circumstances or other needs.

Vanessa needs someone to listen.

Everyone’s situation is different.

If you’re on the PSR, this can be noted on your account so customer support teams understand your circumstances and can provide the right help.

Vanessa needs reassurance.

If you’re struggling, support should come before enforcement.

The new regulations make it clear that disconnection should always be a last resort, with individual circumstances carefully considered.

Vanessa needs information she can understand.

Everyone should be able to understand the information they receive.

Where needed, information should be available in accessible formats, including large print, translations and other communication support.

How we’re supporting you

At Data Energy we’re committed to making support easy to access.

We do this by:

• • Recognising that anyone can experience vulnerability, whether temporary or long-term.

  • Making it easy to tell us when you need extra support.

  • Providing clear, accessible and compassionate communication.

  • Offering fair support if you’re experiencing payment difficulties.

  • Continually improving how we identify and support residents who need extra help.

What this means for you

For Vanessa, support isn’t just about solving a billing problem.

It’s about being listened to, treated fairly and knowing help is available when life doesn’t go to plan.

Whether you’re living with a disability, experiencing financial difficulties or facing a change in circumstances, these new regulations are designed to help make sure you recieve the support you need, when you need it most.

Want to know more about the regulations?

Read the Heat Network Compliance Companion Playbook.

It’s the heat supplier’s guide to:

• What’s changing
• What needs to happen to ensure Ofgem compliance
• How to evidence it
• Templates, checklists, timelines and practical examples