The challenge

Energy support has traditionally relied on customers self-identifying as vulnerable. Evidence showed that many households eligible for assistance – particularly those experiencing “quiet” vulnerability – were not coming forward due to lack of awareness, stigma or uncertainty.

Traditional approaches based on postcode-level or demographic assumptions lacked the precision needed to identify and support these individuals. And as low-carbon technologies such as electric vehicles and heat pumps become more widespread, there is a risk that vulnerable customers are left behind.

The solution

UK Power Networks created Spotlight to proactively identify need at individual household level. By bringing together internal customer and meter data with aggregated insights from sectors such as telecoms, retail and financial services, the platform reveals vulnerability that would otherwise remain hidden.

This allows Spotlight to pinpoint households eligible for support services, as well as those who may struggle to adapt to the energy transition – enabling targeted support, guidance and interventions that make clean energy adoption more accessible.

How the project works

Designed to integrate seamlessly into existing utility workflows, Spotlight can be deployed without disruption. Once implemented, it continuously analyses data in the background, identifying customers who may benefit from support and automatically triggering tailored engagement journeys – including Priority Services Register enrolment, fuel poverty assistance and personalised energy advice – delivered through each customer’s preferred communication channel.

Spotlight uses explainable AI, so every recommendation is transparent and traceable, enabling customer service teams to understand why an individual has been flagged and to engage with confidence and empathy. By combining multiple data sources into a single intelligence layer and translating insights directly into action, it removes manual processes, allowing highly personalised support to be delivered at scale.

The results

Since its launch, Spotlight’s targeted outreach has led to new registrations on the Priority Services Register, and the platform has helped identify and support households experiencing, or at risk of, fuel poverty – ensuring they receive relevant advice, financial assistance or energy-saving interventions. Its predictive capabilities also highlight customers who may be eligible for support in the coming years, enabling forward planning and early intervention.

Spotlight has also improved operational efficiency by automating workflows such as customer identification and enrolment, freeing up staff time for more complex and sensitive interactions, while transparent decision-making has strengthened trust with customers.

Its modular design and cross-sector data integration make Spotlight adaptable beyond electricity networks, for utilities, local authorities and social service providers. To scale further, continued investment in data integration, cross-sector collaboration and regulatory support will be key. Looking ahead, the platform could support applications ranging from health and social care coordination to community resilience planning.