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Energy UK’s Vulnerability Commitment welcomes two new signatories

E.ON Next and Shell Energy have joined 12 other retail energy suppliers in signing up to the Vulnerability Commitment.  

The independently chaired voluntary commitment was first established in 2020 to improve the support available for vulnerable energy customers in need of additional assistance. 14 signatories have now committed to further improving the way they identify and support customers in vulnerable circumstances over and above existing licence obligations with a particular focus on three key working areas: accessibility, innovation and collaboration.

Last year, Energy UK published a  Vulnerability Commitment Good Practice Guide, highlighting examples where signatory suppliers have brought in initiatives to help support the most vulnerable households.

With E.ON Next and Shell Energy joining, suppliers signed up to the Vulnerability Commitment now cover over 90% of the UK domestic market.

Steve Crabb, Chair of Energy UK’s Vulnerability Commitment, said: 

“I’m delighted that Shell Energy and E.ON Next have signed up to the Energy UK Vulnerability Commitment. This takes us even closer to getting 100% of British households under the protection of the commitment. But it’s not just about numbers – the Vulnerability Commitment aims to drive up standards by getting companies to learn from each other and share best practices, and I know that both suppliers have a lot to contribute when it comes to innovation and collaboration. This is great news for customers who need extra support.”

Ramona Vlasiu, Chief Operating Officer at E.ON Next, said:

“There’s no such thing as an average customer and there’s no one-size-fits-all when it comes to supporting vulnerable people, which is why we have a range of ways we can help, including financial support through our E.ON Next Energy Fund or the work we do with support agencies such as StepChange, Citizens Advice and Energy Advice Scotland.

“We know these are incredibly difficult times for people and we know the challenges in providing the right support in the right way. Energy UK’s Vulnerability Commitment is an essential standard for our industry and we’re proud the support we provide to customers meets those requirements.”

Kerri-Anne Mills, Shell Energy Chief Operating Officer said:

“At Shell Energy, looking after our customers is our highest priority and joining Energy UK’s Vulnerability Commitment shows that we are determined to go above and beyond to support our customers.

“The higher cost of living is presenting challenges to many which is why, alongside this commitment, we’ve also put together a £50 million support package to help those who need it most. Whether you’re worried about your energy bills, payments or need some extra support with your services, we are here to help.”