Certas Energy UK is the largest independent fuel distributor in the UK, delivering 5.7 billion litres of fuel annually via 150 depots and 1,000 tankers. Following harsh winters that resulted in excess deaths, the fuel industry worked to better support "vulnerable" customers. Certas piloted a data-based approach using customer records to identify 78 vulnerable households in Cheshire based on age, living alone, disability, etc. The pilot demonstrated the ability to identify priority customers for delivery during shortages, and Certas is working to scale this approach nationally and integrate support for vulnerable customers into the industry and wider social services.

1. Supporting Our ‘Vulnerable’ Customers
September 2016
A Presentation to the Fuel Poverty Symposium

2. Certas Energy UK Ltd
Largest independent distributor of fuels and lubricants in the
UK.
5.7bn litres of fuel delivered.
150 depot locations and 1000 tankers within UK.
1000 tankers – load sizes 500 litres to 36k litres
2,500 dedicated employees servicing 440,000 customers.

3. The Challenge
The oil distribution and LGP industries, the ‘off grid’ sector, undertook with Government to:
Investigate what could be done to support our ‘vulnerable’ customers better. Triggered by the events of
the latest harsh winter in 2010/11…… it can happen!
There are currently 35 to 40 thousand excess winter deaths in the UK. Our initiative is one of a series of
measures to help alleviate the problem, and, more broadly to minimise the distress and discomfort cold
can cause to ageing customers. 82.5% of cold related deaths are in the 75+ age group. Our initiative
follows NICE guidance on winter deaths in 2015 which states that action should be all year round and
involve multiple agencies
Context was:
• Lack of definition let alone action
• Data privacy issues predominated when mentioned at previous meetings
• Fuel Poverty and other market issues (ability to pay, extent of market engagement) are more
complex and require multi-faceted more complex solutions
• The issue of the ‘vulnerable’ is more self contained and therefore more practical for industry
practitioners to come together to address
• We re-defined ‘Vulnerable’ as ‘Cold Weather Priority’

4. What Did We Do
Since the last meeting we have worked on the following areas:
Definition
• Agreed a working definition of ‘vulnerability’
Identification
• Assessed different identification methodologies
• Moved forwards with a data-based identification methodology
• Successfully piloted the data-based identification methodology
Action
• Agreed common, industry level, actions
• Identified potential additional company level actions

5. The Pilot Results
Data Input or Output Number
Total records provided 1,352
Total living in Cheshire 962
Total aged 70+ & Living Alone 54
Total couples with one aged over 79 24
Total registered disabled/chronically sick n/a (no available data)
Total with children under 2 yrs. old n/a (no available data)
Total Vulnerable Customers 78

6. Mapping of All Customers
NB precise data points available but relative density methodology used to preserve data privacy

7. Mapping of Cheshire Only Vulnerable Customers
NB precise data points available but relative density methodology used to preserve data privacy

8. National Certas Pilot Results CWP Customers
(75+)
NB precise data points available but relative density methodology used to preserve data privacy
• Nearly 900,000 customer records analysed
• c120,000 priority households based on age 75+
• 13.2% of Certas household vs. 9.5% of people
nationally
• Geographically dispersed country-wide;
• Dispersal generally reflects population density;
• Further refinements possible on definition
• Highest concentrations in Norfolk (around Martham
and Ormesby) and in Devon & Cornwall

9. Beyond Identification to Action
Make This Scalable
– We are working with CFRS and the Chief Fire Officers’ Association to develop national data
sources
– Distributors can provide a customer data extract, subject to data privacy and receive a file with
vulnerable customers identified (no need to know specific category of vulnerability)
– A data privacy protocol would need to be established prior to roll out
– The file would need to be ‘integrated’ into the distributor systems, conversations with the main
software suppliers to the industry have commenced
Embed with Industry Practitioners
– Formally recognise both vulnerable customers at an industry level and commit to best
endeavours to prioritise delivery in times of shortage or supply difficulty (e.g. bad weather)
– Beyond that, companies put their own procedures in place to use the agreed methodology to
identify and then to act to prioritise deliveries when supplies are short
– Companies also consider a related support package for vulnerable customers
– The industry can also train delivery drivers on recognising and supporting the vulnerable, e.g.
through the Petroleum driver passport training in the oil sector
Integrate into wider social care:
– Fire Services are already moving to take more of a social care rather that fire only stance to
delivering community support and we can work with them and through them to other
authorities
– Integrate with the work of Local Resilience Forums