100% of our clients have coverage if they are in a vulnerable situation

Image of a Spain map´s 100% coverage of vulnerable clients 261 agreements with institutions and NGOs


In addition to the agreements to avoid supply cuts, we have other lines of action to help the most vulnerable families:

Volunteering energy

Endesa, along with the Endesa Foundation and the Ecology and Development Foundation (ECODES) have been carrying out the “Volunteering Energy” programme since 2015, an initiative that has the objective of contributing to help mitigate energy poverty and vulnerability in households through three types of interventions:

  • Training for families through workshops on efficient consumption and billing optimisation, as well as on implementing energy micro-efficiency measures, with the aim of improving the insulation of homes.
  • Customised guidance to optimise contracts and manage procedures.
  • Application of savings and security measures in homes, which will mean improvements in electrical installations to prevent risk situations due to their deterioration.


In the first editions of the programme, we were able to help 167 families, with a total of 540 beneficiaries, and thanks to the support of a total of 149 volunteer employees of Endesa. Zaragoza, Barcelona, Seville, Puerto del Rosario (Fuerteventura) and Candelaria (Tenerife) have been the cities selected for this project these first two years, in which the average savings on bills have been 22%, with a maximum savings of 55% in one home, thanks to applying measures like the social rebate.

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Instalment and partial bill payment programme

We offer those clients who have been certified by social services as persons in a vulnerable situation a policy of partial payments or instalment payments for their bills.

With this programme, clients and families can have sufficiently flexible conditions in order to be able to handle payments without losing their energy supply at any time.

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Client consulting to optimize the cost of the bill

Prevention is also a key factor in situations of energy poverty. Managing and optimizing the energy bill and achieving the lowest cost can help homes handle bills.

Through training courses and improved channels of contact for clients, we have achieved a service with a higher quality of customer service, and in fact, by January 2016, 14,000 cases had already been handled regarding billing, management of contracts and break downs.

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Social rebate

From the very first moment, we have enabled all of our customer service channels to report on the allocation conditions for the new social rebate, in addition to the documentation that should accompany applications and the channels through which clients can send that documentation to Endesa. We also inform all clients who have applied for a Social Rebate about the status of their application, until the finalization of the process. If you want to see the conditions of the new social rebate, click here.

In order to achieve the maximum dissemination of the new regulations of the Social Rebate, and bring it to the clients that can benefit from it, and also send the informative letters set forth in the regulations to all clients with PVPC rates, we are carrying out an ongoing communication campaign to social services, consumer associations, consumption bodies and third sector organizations through all of the territories where they operate.

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European Social Innovation Programme

The European Social Innovation Programme, organized along with Ashoka and the Schneider Foundation, is the second edition of an initiative created for the identification and scalability of projects against energy poverty.

With the main objective of raising awareness about this situation of vulnerability, it is the first time that this project has reached Spain. It is also present in Germany, Greece, Portugal and Italy. The programme consists of creating a social venture network by searching for synergies between important projects that are presented under this initiative.

There were five Spanish projects focused on reducing energy poverty through social innovation, which reached the European final of Tackle Fuel Poverty, the name of this European programme.

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Energy poverty report in Spain

We are the only company in the industry that contributed to the Energy Poverty Report prepared by the Association of Environmental Sciences (ACA) in Spain, one of the benchmark reports in this field, which is published biannually and whose objective is two-fold: first, to quantify the number of homes in a situation of energy poverty, and second, to present a series of proposals and recommendations, mainly sent to the administration, which aims to resolve this problem.

Endesa's collaboration in the 2016 edition of the report took shape through participating in workshops in different sectors that addressed the different keys to energy poverty in Spain, and the conclusions of which served as an input for this report. A total of 94 organizations from all fields went to those workshops (administrations, consumer association, political parties, ombudsmen, syndicates, foundations, NGOs, etc.).

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Training for Social Services and Third Sector Institutions

To achieve more efficient energy consumption and greater optimization of bills, workshops have been given to third sector institutions and social service technicians acting as consultants for families in situations of vulnerability.

Among these practices, the most outstanding are those carried out along with ACA, EAPN, the Government of Aragón, CIRCE and ECODES, which have now served to help 37,000 families, training more than 300 NGOs and social service technicians.

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