{"id":1774,"date":"2026-04-09T08:41:22","date_gmt":"2026-04-09T08:41:22","guid":{"rendered":"https:\/\/vitalenergi.creativespark.co.uk\/?p=1774"},"modified":"2026-04-09T08:41:22","modified_gmt":"2026-04-09T08:41:22","slug":"the-customer-experience-creating-a-lasting-legacy-through-social-value","status":"publish","type":"post","link":"https:\/\/vitalenergi.creativespark.co.uk\/?p=1774","title":{"rendered":"The Customer Experience\u2026 Creating A Lasting Legacy Through Social Value"},"content":{"rendered":"<p>\ufeff<\/p>\n<p><meta name=\"viewport\" content=\"width=device-width, initial-scale=1, shrink-to-fit=no\"><meta http-equiv=\"X-UA-Compatible\" content=\"IE=edge\"><meta name=\"format-detection\" content=\"telephone=no\"><meta charset=\"utf-8\"><title>The Customer Experience\u2026 Creating A Lasting Legacy Through Social Value<\/title><meta name=\"description\" content=\"\"><meta name=\"keywords\" content=\"\"><meta name=\"robots\" content=\"index,follow\"><meta name=\"googlebot\" content=\"index,follow\"><meta name=\"twitter:card\" content=\"summary\"><meta name=\"twitter:title\" content=\"The Customer Experience\u2026 Creating A Lasting Legacy Through Social Value\"><meta name=\"twitter:description\" content=\"\"><meta property=\"og:type\" content=\"website\"><meta property=\"og:url\" content=\"https:\/\/www.vitalenergi.co.uk\/media\/press-releases\/the-customer-experience-creating-a-lasting-legacy-through-social-value\/\"><meta property=\"og:title\" content=\"The Customer Experience\u2026 Creating A Lasting Legacy Through Social Value\"><meta property=\"og:description\" content=\"\"><\/p>\n<div>\n<div class=\"rich-text-case-study rte\">\n<div class=\"wrap rich-text-case-study__wrap\">\n<p><strong>Vital Energi (VE): What were you hoping to achieve through the <a href=\"https:\/\/www.vitalenergi.co.uk\/case-studies\/the-duffryn-heat-network\/\" title=\"The Duffryn Heat Network\">Duffryn Heat Network Replacement<\/a> Scheme?<\/strong><strong>Mark Chircop <\/strong><\/p>\n<p><strong>(MC):<\/strong>\u00a0From a social value perspective, although this contract was based over a short period of time, our Community Development Team were able to carry out Asset Mapping before Vital Energi won the contract. We spent time talking to community members, charities, and community groups to really understand the wants, needs, and aspirations of the people in Duffryn. Our aim was to work in partnership with Vital Energi and pass on what we\u2019d learned so that we could support the community and leave a long-term, positive legacy.<\/p>\n<p><strong>VE: Do you think that goal was achieved?<\/strong><\/p>\n<p><strong>MC:<\/strong>\u00a0Personally, yes. Together we tackled urgent needs, like donating Christmas food packages to the local food bank, and invested in long-term projects, such as the Nurture Farm at Tredegar Park Primary, which will benefit the community for generations. We focused on where we could maximise the collective impact on the community.<\/p>\n<p>The Duffryn community has long felt unheard, but Vital, in partnership with Hedyn, showed they were truly listening and took meaningful action based on what the community had identified.<\/p>\n<p><strong>VE: Social value is clearly important to Hedyn\u2026<\/strong><\/p>\n<p><strong>MC:<\/strong>\u00a0Absolutely. Social Value is very important. Utilising localised knowledge to help us make informed decisions. We were very focused on delivering something with longevity in the heart of the community.\u00a0 While short-, and medium-term initiatives are essential for urgent needs, we\u2019re also thinking about the wellbeing of future generations.<\/p>\n<p>Our mantra is:\u00a0<em>\u201cDoing the right thing. Making it happen. Being the Difference\u201d,<\/em>\u00a0 connecting communities where everyone can live well and creating a lasting legacy.<\/p>\n<\/div>\n<\/div>\n<div class=\"rich-text-image rte\" data-anchor=\"\">\n<div class=\"wrap rich-text-image__wrap\">\n<div class=\"rich-text-image__img-holder\"><img decoding=\"async\" class=\"rich-text-image__img\" src=\"https:\/\/www.vitalenergi.co.uk\/media\/2doi3uow\/dji_0538-4.jpg?center=0.50626590470718524,0.37236270226037543&amp;mode=crop&amp;width=835&amp;height=474&amp;rnd=133743362846500000\" alt=\"Duffryn Heat Network\"><\/div>\n<div class=\"rich-text-image__text-container\">\n<p>The project delivery restored reliable, more efficient heating to the Duffryn Estate.<\/p>\n<\/div>\n<p><a href=\"https:\/\/www.vitalenergi.co.uk\/javascript:\" class=\"js-read-more-rte read-more-btn\">Solution detail<span class=\"btn__link font-ico-plus\"><\/span><span class=\"btn__link font-ico-minus\"><\/span><\/a><\/div>\n<\/div>\n<div class=\"quote\">\n<div class=\"wrap quote__wrap\">\n<div class=\"swiper-container js-simple-quotes\">\n<div class=\"swiper-wrapper\">\n<div class=\"swiper-slide\">\n<div class=\"quote__holder\"><span class=\"quote__icon\"> <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"36\" height=\"28\" viewbox=\"0 0 36 28\"><g fill=\"#F58220\" fill-rule=\"evenodd\"><path d=\"M12.319 0h3.648a2 2 0 0 1 1.838 2.788l-10.286 24A2 2 0 0 1 5.681 28H2.033a2 2 0 0 1-1.838-2.788l10.286-24A2 2 0 0 1 12.319 0zM30.319 0h3.648a2 2 0 0 1 1.838 2.788l-10.286 24A2 2 0 0 1 23.681 28h-3.648a2 2 0 0 1-1.838-2.788l10.286-24A2 2 0 0 1 30.319 0z\"><\/path><\/g><\/svg> <\/span><\/p>\n<div class=\"quote__holder\">\n<p class=\"quote__text\">The Duffryn community has long felt unheard, but Vital, in partnership with Hedyn, showed they were truly listening and took meaningful action based on what the community had identified.<\/p>\n<p><span class=\"quote__author\">Mark Chircop &#8211; Hedyn, <span class=\"quote__position\"> Community Investment and Partnership Coordinator<\/span><\/span><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"rich-text-case-study rte\">\n<div class=\"wrap rich-text-case-study__wrap\">\n<p><strong>VE: How did Vital Energi align with that mantra?<\/strong><\/p>\n<p><strong>MC:<\/strong>\u00a0Like any partnership, it took time. Vital isn\u2019t a local contractor, so we had to help them understand the community\u2019s wants, needs and aspirations. What they did well was listen. There was no arrogance on their part, and they were open to the research we\u2019d been doing and the options we were able to provide.<\/p>\n<p>They worked with us to build initiatives that would have real impact. Once we understood each other, it was clear our missions were aligned. We found shared passions and worked hard to deliver on them. The Vital team was really positive and, overall, their mission and ours was very similar in that we want to help create stronger communities. Once this had been created, we were able to introduce them to the options in the community.<\/p>\n<p><strong>VE:<\/strong>\u00a0<strong> Hedyn seems to have a deep understanding of Duffryn. How did you get to this point, and what advice would you give other housing associations?<\/strong><\/p>\n<p><strong>MC:\u00a0<\/strong>It\u2019s an ongoing journey. We\u2019ll never fully understand everything, but we\u2019ve spent a lot of time engaging with groups and individuals, building an asset-based community development model. We look at what exists, what the challenges are, and how to remove barriers and unlock potential.<\/p>\n<p>You also have to be honest, learn from what worked and what didn\u2019t. Accept criticism and use it to improve. That way, we can help contractors maximise the good they can do whilst they\u2019re working in these communities.<\/p>\n<p>Not all contractors listen, and that\u2019s their choice. But Vital made it clear they weren\u2019t just an energy partner, they were a full partner, which is when this kind of work really shines.<\/p>\n<p>For example, they funded a Carpet Kurling competition for the over-55s for a year. That one initiative promoted activity, wellness, mental wellbeing, and tackled loneliness. It had a real positive impact on that community and culminated in an away day visit to Rodney Parade stadium, where the sessions were put into practice, with other schemes from around the City. This also left somewhat of a legacy, as it continues to this very day, growing every year.<\/p>\n<\/div>\n<\/div>\n<div class=\"rich-text-image rte\" data-anchor=\"\">\n<div class=\"wrap rich-text-image__wrap\">\n<div class=\"rich-text-image__img-holder\"><img decoding=\"async\" class=\"rich-text-image__img\" src=\"https:\/\/www.vitalenergi.co.uk\/media\/n2jl3kgu\/img-20250916-wa0027.jpg?anchor=center&amp;mode=crop&amp;width=835&amp;height=474&amp;rnd=134050020918430000\" alt=\"IMG 20250916 WA0027\"><\/div>\n<div class=\"rich-text-image__text-container\">\n<p>Tredegar Primary School&#8217;s school&#8217;s nurture farm includes goats and chickens as well as an vegetable patches where children can grow food.<\/p>\n<\/div>\n<p><a href=\"https:\/\/www.vitalenergi.co.uk\/javascript:\" class=\"js-read-more-rte read-more-btn\">Solution detail<span class=\"btn__link font-ico-plus\"><\/span><span class=\"btn__link font-ico-minus\"><\/span><\/a><\/div>\n<\/div>\n<div class=\"rich-text-case-study rte\">\n<div class=\"wrap rich-text-case-study__wrap\">\n<p><strong>VE: How important is the pre-construction period in building shared values and goals?<\/strong><\/p>\n<p><strong>MC:<\/strong>\u00a0<strong>:<\/strong>\u00a0It\u2019s crucial. I attended the mobilisation meetings and got to know the team early on. This was a shorter contract, just nine months, so we had to hit the ground running. We started mapping opportunities three months before the project began, so we had ideas to bring to the table.<\/p>\n<p>That early dialogue helped us build strength and focus on real community needs.<\/p>\n<p><strong>VE: What advice would you give to organisations planning similar heat network replacement projects<\/strong>?<\/p>\n<p><strong>MC:<\/strong>\u00a0Be open and honest.\u00a0 Have challenging conversations early on if necessary. \u00a0Build understanding and gather feedback. Decisions should be collective and informed.<\/p>\n<p>Balance short-term needs, like food bank support, with long-term goals, like the Nurture Farm.<\/p>\n<p><strong>VE: What can these Public\/Private Partnerships Achieve at Their Best?<\/strong><\/p>\n<p><strong>MC:<\/strong>\u00a0I think the Tredegar Park Primary School\u2019s new Nurture Farm, which Vital part-funded, is a fantastic example of what can be achieved.\u00a0 It\u2019s created a new, outdoor space which promotes an active learning model.<\/p>\n<p>In an age where it\u2019s tempting for children to stare at their screens, the kids at Tredegar Park Primary are out in nature, learning practical skills and connecting with nature.\u00a0 This new facility now serves 430 children and the headteacher is sharing it with the wider community so more people can enjoy this fantastic facility.<\/p>\n<p>If you want a metric that matters, look at the faces of the kids when they\u2019re outdoors, looking after goats, chickens and tending vegetable beds\u2026 You really can\u2019t put a price on that.<\/p>\n<\/div>\n<\/div>\n<div class=\"rich-text-video rte\">\n<div class=\"wrap rich-text-video__wrap\">\n<p>We worked closely with Hedyn Housing Association to identify opportunities to support community groups.\u00a0 The video below covers just a few of the initiatives we took part in.<\/p>\n<\/div>\n<div class=\"wrap rich-text-video__wrap-container\">\n<div class=\"rich-text-video__cover js-play-text-video lazyload\" style=\"background-image:url('\/media\/rz5oh0dy\/duffryn-3.jpg?anchor=center&amp;mode=crop&amp;width=1005&amp;height=565&amp;rnd=133523939882970000')\"><\/div>\n<p><button class=\"play-video js-play-rich-text-video\"> <span class=\"font-ico-play\"><\/span> <\/button><\/p>\n<div class=\"rich-text-video__cover-video-wrap js-video\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>\ufeff The Customer Experience\u2026 Creating A Lasting Legacy Through Social Value Vital Energi (VE): What were you hoping to achieve through the Duffryn Heat Network Replacement Scheme?Mark Chircop (MC):\u00a0From a social value perspective, although this contract was based over a short period of time, our Community Development Team were able to carry out Asset Mapping [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":431,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"ve_media_section":[3],"ve_media_year":[],"ve_sector":[],"class_list":["post-1774","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","ve_media_section-press-releases"],"acf":[],"_links":{"self":[{"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=\/wp\/v2\/posts\/1774","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1774"}],"version-history":[{"count":0,"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=\/wp\/v2\/posts\/1774\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=\/wp\/v2\/media\/431"}],"wp:attachment":[{"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1774"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1774"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1774"},{"taxonomy":"ve_media_section","embeddable":true,"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fve_media_section&post=1774"},{"taxonomy":"ve_media_year","embeddable":true,"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fve_media_year&post=1774"},{"taxonomy":"ve_sector","embeddable":true,"href":"https:\/\/vitalenergi.creativespark.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fve_sector&post=1774"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}