Our partners, Hope 4U, have won Best Vulnerable Customer Strategy at the 2026 Engage Award and Northern Gas Networks (NGN) was a finalist in the same category.
We were also a shortlisted finalist in Overall Customer Experience Excellence and Best Use of Customer Insight categories in recognition of our focus on providing customers with consistently high standards of service and our high-quality customer engagement strategy.
Supporting families when they need it most
Congratulations to our partners Hope 4U for winning Best Vulnerable Customer Strategy award. The win recognises its work, with partners, to bring financial and energy support to families through NHS maternity units in Bradford and Airedale.
Hope 4U runs the NHS Support Services project at Airedale General Hospital and Bradford Teaching Hospitals. It works with NGN, Bradford Council, Bradford and Airedale NHS and Northern Powergrid to deliver the project.
NGN’s involvement is facilitated by Vulnerability and Carbon Monoxide Allowance (VCMA) funding*, and the project is expected to deliver £5.71 in social value for every £1 invested.
The judges called the approach “distinctive and highly award-worthy” and praised how it breaks down silos to support families.
Pregnancy and early parenthood often bring extra costs just as household income drops. Maternity teams are well placed to spot when a family may need extra help. Through trusted NHS referral routes, Hope 4U advisors give expectant and new parents free, non-judgemental support, including:
- energy advice to help keep homes warm and safe
- benefit checks, income maximisation and debt advice
- carbon monoxide awareness
- sign-up to the free Priority Services Register for parents with babies and children aged five or under.
Recognition for our Vulnerability Strategy
NGN’s shortlisting in the same category recognises our Vulnerability Strategy, which aims to help customers in vulnerable situations stay safe and warm.
We shaped our strategy by listening to customers and expert stakeholders. Through our Vulnerability and Carbon Monoxide Allowance (VCMA) programme, we work with community organisations, health partners, local authorities and other gas networks. Together, we reach people facing fuel poverty, poor health, isolation and financial hardship.
Between 2021 and 2026, this work included:
- £24.88m VCMA funding invested in 108 projects with 90 partners
- more than £36m in financial savings for customers
- 50,643 referrals to the free Priority Services Register
- 103,319 carbon monoxide awareness visits or surveys
- 28,964 carbon monoxide alarms given to customers who need them most.
Laura Ratfcliffe, our Head of Social Strategy, said: “To be a finalist in three awards and see one of our partners win an award for a project we are proud to be involved in, is a fantastic achievement.
“We congratulate Hope 4U on their win. We know this VCMA-funded partnership is helping make a real difference to expecting and new parents who may be in vulnerable situations at one of the biggest moments in their life.”
Delivering for our customers
Jenny Wilkinson, our Head of Customer and Stakeholder Strategy, added: “Being a finalist in the Overall Customer Experience Excellence and Best Use of Customer Insight categories is fantastic recognition.
“An independent panel of experts have seen how our people work every day to deliver excellent customer service.
“Being shortlisted as a finalist acknowledges the focus and commitment we place on engaging, listening and responding to our customers’ needs.”
*VCMA funding comes from Ofgem and enables gas networks to work with partners to deliver projects that support customers in vulnerable situations.