Spotlight session Services Beyond the Meter (SBtM) development

Services Beyond the Meter (SBtM) is a VCMA funded project to ensure customers in vulnerable situations remain safe and warm in their homes.

Services Beyond the Meter (SBtM) is a VCMA funded project to ensure customers in vulnerable situations remain safe and warm in their homes. The project facilitates referrals for SBtM support through three primary channels, as customers are unable to self-refer.

Referral pathways for SBtM Support:

Mains Replacement Work: During network upgrades, NGN engineers replace gas pipes within the network. If a customer’s gas supply needs to be temporarily disconnected whilst these works take place, engineers return on the same day to reconnect it. During these visits engineers may identify customers in vulnerable situations who require additional support from NGN
Emergency Work: NGN engineers visit multiple properties a day in response to reports of gas escapes or suspected CO/alarm activations. Following these visits, engineers may disconnect a customer’s gas supply due to faulty appliances or for safety reasons, identifying the need for further assistance
Third Party organisations such as Citizens Advice can refer customers to the SBtM team for support
Following on from a referral, there are 2 separate work streams which can support the customer.
Enhanced Carbon Monoxide Investigation (CMDDA1)
Service, Repair and Replacement of appliances

Delivery of SBtM

Between January 2023 and January 2025, the SBtM project was delivered in collaboration with Cadent gas network. This was through a contract with Groundwork UK, who carried out customer liaison, eligibility checking and all capital works.

In May 2024, the team reviewed the project’s performance and cost-effectiveness. It was clear that delivering this project in-house would offer significant advantages, including:

Increased operational efficiency
Enhanced customer experience
Faster resolution times
Capacity to support a greater number of customers

Benefits of in-house delivery

The transition to in-house delivery has enabled the team to take full ownership of the customer journey, resulting in a more streamlined and responsive service. Key benefits include:

Improved time to resolution
o Service, Repair and Replacement - average resolution time: 4 days

- Enhanced Carbon Monoxide Investigations (CMDDA1) – average resolution time 1.5 days

Cost efficiency

- Initial data indicates a 30% cost saving on boiler installations and a 40% saving on cooker replacements, compared to the previous delivery model

Holistic support approach

- The in-house model allows NGN to provide wraparound support by identifying additional needs and referring customers to relevant external services and organisations

Customers referred to SBtM 2024/25

During the 2024/25 period, the SBtM project supported a significant number of vulnerable customers:

386 customers were referred for support with Carbon Monoxide investigations
530 were referred for help with Service, Repair of Replacement of essential gas appliances

Customers were referred for help with Service, Repair of Replacement of essential gas appliances

Locking cooker valve (LCV) installations

An additional area of responsibility for the SBtM team is the installation of locking cooker valves, a simple yet highly effective safety device designed to safeguard vulnerable individuals within their homes. This includes customers living with conditions such as dementia, autism, or other cognitive and developmental challenges, where additional safety measures are essential.

The locking cooker valve is fitted to the existing gas supply pipework of a cooker. When locked, it completely isolates the gas flow to the appliance. This eliminates the risk of the cooker being unintentionally turned on or left on and gives peace of mind to the carer or relative that the cooker can’t be used when they leave the house or the room.

Importantly, the valve is designed to support independence. It can be easily unlocked using a key by a carer or relative when the cooker is required, enabling the vulnerable individual to continue to use their gas cooker safely.