Commission for Customers in Vulnerable Circumstances
Energy UK has launched a new Commission for Customers in Vulnerable Circumstances to explore how standards of care and support could be improved. The Commission will be independently chaired, by Lord Whitty and will be comprised of commissioners from across the business, charity and industry communities.
The Commission - in the coming weeks -will publish a Call for Evidence and will hold a series of sessions to hear from a broad spectrum stakeholders – from consumer groups, those representing the elderly and people with disabilities, experts on financial vulnerability and mental health charities among others.
The Commission will report by the end of 2018, and make recommendations for industry, Government and other stakeholders.
In addition to the work of the Commission, Energy UK will be separately developing a new ‘Vulnerability Charter’ to build on existing commitments and go further to support customers most in need.
Over the past few years, energy companies have proactively increased the support they provide to customers in vulnerable circumstances to ensure greater protection for those most in need.
Last year, Energy UK set up a dedicated vulnerability group and worked with the Money Advice Trust to produce a new guide, "Vulnerability, mental health, and the energy sector: a guide to help identify and support consumers", which provides practical tools for frontline staff to help customers in a range of vulnerable situations.
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