Making Every Contact Count
There are a number of observations that NGN have made when dealing with the most complex cases, these are:
- Social isolation is a key factor – lack of family, friends, support networks
- Can often be a number of other issues impacting – e.g. bereavement, mental health, low income etc
- Often these households are unaware that they can access help/are eligible for help
- Hoarding can also be an issue – not a simple issue to address
- Need to deal sensitively with these households, so as not to drive individuals away from support
- Trust can be a major issue – not used to ‘letting people in’
During the spotlight sessions it was evidenced that GDNs have a unique opportunity to engage with households as identified above. When entering homes during the course of our day-to-day activities as a gas network, it provides an opportunity that other service providers may not have. NGN therefore wants to ensure this opportunity is not wasted and every effort is made to support those who may need us most.
A slido vote was used to enable participants to create a word cloud and answer the following questions posed to them
Making Every Contact Count (MECC) - What we are already doing – current processes
