Energy Suppliers join new Vulnerability Commitment

Commitment to help the most vulnerable

Launched by trade body Energy UK, the commitment sees energy suppliers meet a series of measures that go beyond the current licencing obligations set out by Ofgem.

So far, 15 energy suppliers have signed up including all but one of the UK’s largest. Challenger suppliers too, like Octopus energy and Bulb have also signed up.

The economic fallout from the Covid-19 pandemic has seen the number of consumers struggling to pay their energy bills rise sharply and with more uncertainty and rising unemployment to come the need to support the most vulnerable has never been greater.

“The Vulnerability Commitment is a result of our work with consumers and their representatives to better understand what help is needed. The suppliers who have already signed up are sending an important message which is that we want to go above and beyond existing measures and to continuously improve the quality of support to vulnerable households,” said Audrey Gallacher, the deputy chief executive of Energy UK.

According to Energy UK the Commitment goes beyond the existing regulations and Covid-19 principles agreed with the government.

Also read: Add your customers to the Priority Service Register with Dyball’s CRM system

What does the new commitment involve?

The commitment involves new measures designed to support an energy suppliers most vulnerable customers. The main ones include:

• Assigning a ‘champion’ at the Board level to take responsibility for meeting the commitments pledge and ensuring that the support given to vulnerable households is honoured.
• Providing training for call centre staff so that they can identify vulnerable callers and be better placed to help.
• Creating a freephone telephone number for customers struggling with their finances.
• Offer a way customers can provide feedback on whether energy billing communications are understandable and if improvements are needed.
• Carry out regular customer research to ensure that support for the most vulnerable are kept informed.
• Develop a best practice guide for smart technology in order to identify self-disconnection.

“Everyone deserves good customer service, no matter what their circumstances. I’m encouraged to see energy companies pledging to make sure vulnerable consumers receive the support and service they deserve. This builds on the Warm Home Discount that gives 2 million vulnerable households £140 off their winter fuel bills, in addition to our agreement with suppliers which ensures they support those in financial distress caused by Covid-19,” said Kwasi Kwartend, Minister of State for Energy.

The full Vulnerability Commitment can be found here.

Further Reading

Ofgem and Utilita Energy clash over smart meter rollout warning

Ofgem to modify electricity and gas licenses in an attempt to improve standards among energy suppliers

Ofgem considering Energy Bill hike to help ease pressure on Energy Suppliers

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For more information on how to start and manage an energy company, get in touch with Dyball Associates today.