11 retail energy suppliers have signed up to Energy UK’s Vulnerability Commitment aiming to drive continuous improvement in support for customers in vulnerable circumstances.
The commitment is designed to go above and beyond existing licence obligations and includes requirements to implement specific training for frontline staff, assign a dedicated board-level or equivalent vulnerability champion and undertake consumer research.
This research should ensure the company’s approach to supporting vulnerable customers is informed and up to date.
Signatories of the commitment include British Gas, Bulb, E, Ecotricity, EDF, Good Energy, Octopus, Outfox the Market, OVO, Scottish Power, So Energy and Utility Warehouse. Good energy is the latest to join.
“I’m delighted that Good Energy have signed up for the Vulnerability Commitment – they have a clear passion for doing the right thing for customers who need extra help, and this takes us one step closer to getting the whole industry participating in the commitment,” said Steve Crabb, chair of Energy UK’s Vulnerability Commitment.
In late September, Ofgem found that the majority of energy suppliers have minor, moderate or severe weaknesses in their current practices towards customers. This became more alarming as the UK undergoes a cost-of-living crisis and many predict a harsh winter.
Published within its Market Compliance Review, which explored how suppliers help customers in payment difficulties, three suppliers were identified in having severe weaknesses, eight suppliers had minor, five had moderate issues with just one supplier having no issues at all.
Energy UK’s vulnerability commitment could enable these suppliers to rectify and improve customer relations and provide the best support for vulnerable customers.
“It has always been Good Energy’s policy to protect vulnerable customers however we can, and now is a more important time than ever to do so,” said Nigel Pocklington, CEO of Good Energy.
“Energy UK’s Vulnerability Commitment is an essential standard for the industry, so we are very happy to have met the requirements of the independently chaired commission and joined. We are acutely aware of the numbers of customers struggling and the challenge facing us this winter and beyond — this commitment will underpin the job we have ahead to help them wherever possible.”