SP Electricity North West has a strategic goal to deliver an inclusive and fair service for all electricity users in a rapidly changing energy landscape. Their Customer Inclusion team works to ensure support for those who need it most—from assistance during power cuts to advice on energy efficiency and low-carbon technologies.

This ambition is embedded in their Social DSO Strategy, designed to ensure the transition to a net zero energy system is just and benefits all communities across the North West. Create Clarity is the trusted strategic engagement partner, working across Inclusion, DSO, Regulation, and Stakeholder teams to turn these ambitions into measurable outcomes.

We held activation workshops to align teams, review lessons, and confirm objectives. Stakeholder mapping, gap analysis, and prioritisation shaped engagement plans, while annual improvement plans were drafted and implemented. We measured and reported engagement outcomes, triangulated customer and stakeholder insights, and embedded SROI across more than 200 cases to guide expansion or course correction.

We produced high‑quality submissions, including SECV and AVR reports and a 30‑page DSO Performance Panel submission with case studies and evidence. We led workshops and developed roadmaps to support customers at risk in the energy transition, engaged specialist panels, and held deep‑dive conversations with local authorities and contributors.

Under Create Clarity’s leadership, stakeholder engagement became embedded in SP Electricity North West’s decision-making processes, creating a clear line of sight between feedback loops and business strategy. The SECV score improved from 4.54 (“weak”) and 12th position in 2018/19 to 7.00 and 2nd position in 2022/23, earning SP Electricity North West £1.4 million incentive in the final year.