How IE Hub and GDNs are transforming energy affordability for vulnerable households 

Over 25,000 customers reached through data-driven, accessible financial support 

"This initiative is setting a new standard in how the energy sector supports its most vulnerable customers." 

That’s the impact of IE Hub’s partnership with the UK’s Gas Distribution Networks (GDNs), which has already reached more than 25,000 households struggling with energy costs. By combining real-time affordability assessments, proactive outreach, and hands-on benefit support, the initiative is helping customers become more financially resilient. 

Uncovering unclaimed support and making benefits accessible 

A core feature of the programme is IE Hub’s automated affordability platform, which assesses benefit and social tariff eligibility in real time. Since the partnership launched in August 2024, the majority of customers assessed were identified as eligible for additional support. This insight has helped uncover an estimated £26 million in unclaimed financial aid, significantly improving household stability across all four GDN regions. 

Crucially, IE Hub recognised that many customers face barriers beyond affordability, such as low literacy or limited digital access. Working with Make Life Better, the initiative offers expert, human-led guidance that simplifies the benefits application process and ensures vulnerable customers receive the support they are entitled to. 

Inclusive access and scaled awareness 

Accessibility has also been central to the initiative’s design. IE Hub integrates Recite Me, an accessibility tool providing screen reading, language translation and neurodivergent-friendly features. Each month, more than 1,000 users rely on these tools to navigate affordability assessments. To further extend reach, a large-scale awareness campaign has connected with 1.7 million households, increasing uptake of the Priority Services Register (PSR), energy safety resources and financial aid services. 

Lasting outcomes through partnership 

The impact has been immediate and measurable. A recent customer survey found that the vast majority of users now have a clearer understanding of the financial help available to them. The combined use of automated assessment, personalised support and targeted outreach has helped thousands of customers remain warm, safe, and financially secure. 

IE Hub’s collaboration with GDNs demonstrates how technology and cross-sector partnership can radically improve the way essential services are delivered to those most in need.