- Energy UK’s Vulnerability Commitment is a voluntary initiative designed to drive continuous improvement in support from suppliers to customers in vulnerable circumstances
- 13 suppliers covering over 95% of the domestic retail market are assessed on their performance by an independent expert panel
- Energy suppliers reported increased efforts and investment in identifying and supporting more customers in vulnerable circumstances
- Customer debt now stands at a record £4.4 billion, according to official figures, with demand for help and support remaining high
Energy UK has today published its 2025 Vulnerability Commitment Good Practice Guide highlighting the various ways in which suppliers have worked over the past year to improve support for customers in vulnerable circumstances.
The Commitment, now in its fifth year, is a voluntary initiative with 13 supplier signatories that together cover more than 95% of the domestic retail market. They have committed to go beyond existing regulations to support their customers and each year are scrutinised through independent panels and evidence-based assessments.
The evidence of compliance provided across 20 specific commitments also delivers an opportunity to showcase good practice and learn from each other.
The last year has proved particularly challenging for customers facing continued high energy costs. Debt and arrears have reached £4.4 billion across more than two million customers, according to figures from Ofgem. Suppliers have also reported an increase in the number of customers on their priority services register, which provides extra advice and support to those with additional needs.
The report highlights how signatories focused on three key themes in addition to the Commitment’s existing requirements:
- Proactively treating customers in vulnerable circumstances as individuals
- Delivering outcomes that address both the acute and enduring challenges faced by customers in vulnerable circumstances
- Demonstrating how the Vulnerability Commitment is used to drive performance and improve outcomes for people and households in vulnerable circumstances
These themes were assessed by an expert panel drawn from across the energy industry, which also determined how well participating suppliers are honouring the principles of the Commitment.
Better use of data and AI emerged as a key strategy for identifying customers most in need of additional support and improving the customer service they receive. Maintaining accurate and relevant data allowed suppliers to know their customers’ circumstances, tailor approaches specifically designed to address their challenges, and train staff to provide a smooth and efficient service.
Many companies reported improvements to their websites or apps to allow customers to self-serve and update their information, while increased smart meter integration is creating more successful pathways to securing and maintaining accurate customer data.
The report also gives examples of how suppliers are evolving their support packages to simplify referral routes for customers in fuel poverty to help them reach energy saving tools and products. Multiple suppliers raised the importance of signposting and partnerships to help provide an additional layer of tailored support. These specialist advice services are helping meet individual needs that may be beyond what an energy supplier can provide.
While the signatories reported a lot of new innovations, investment and improvements to their work with customers in vulnerable circumstances, many called for clearer guidance from policymakers, regulators and community groups on how best to prioritise effort and activity. With demand for support expected to grow further, suppliers are looking to Government and Ofgem to consider this need as they look at future developments in the retail market.
Paul Spence, Independent Chair of the Vulnerability Commitment, said:
“The signatories are working hard to reach the goal of fair access to good service for all, regardless of circumstance. This ambition underpins the Voluntary Commitment.
“We have heard from suppliers that the challenges their customers face are even greater this year. More households need support and energy debt is growing. Energy suppliers have invested in targeted support schemes, staff skills, partnerships and technology. There are many examples of good practice, some set out in this report.
“While some of the metrics on improvement are encouraging, more progress is needed. I welcome the effort from all our signatories and their desire and commitment to keep improving.”
Dhara Vyas, CEO of Energy UK, said:
“Energy is an essential service, and it is important that energy suppliers continue to support customers in vulnerable circumstances. Affordability continues to be a significant concern for far too many households up and down the country, as evidenced by the record debt levels. Energy suppliers are keenly aware of the vital role they can play when it comes to supporting customers in vulnerable circumstances. The increased attention and effort they are putting towards protecting these customers is clear from this year’s report.
“Vulnerability is different for every home and I’m glad to see signatories to the Commitment using data, AI and other innovations to improve their understanding of individual needs and challenges. Better use of customer information and more tailored training for staff is already proving effective in supporting customers facing a range of challenges.
“I commend the work that has been done over the last year by our supplier signatories. It’s the responsibility of industry, Government and the regulator to drive continuous improvement for customers and it is clear that businesses in the energy sector remain dedicated to this ambition under the Vulnerability Commitment.”
Energy UK will expand the Vulnerability Commitment in 2026 to reflect the scale of current affordability and debt challenges. Having already worked closely with Ofgem on debt standards, signatories will further collaborate with affordability and debt stakeholders to agree and steer actions to facilitate closer working. Their aim is to improve the experience for customers in all types of vulnerable circumstances, including financial.
Notes to editors
Energy UK is the trade association for the energy industry, representing companies investing billions of pounds to secure our country’s current and future energy needs. From growing start-ups to major electricity generators, grid and infrastructure developers and energy suppliers, our members are driving change across power, heat, transport and flexibility. We champion initiatives such as our Vulnerability Commitment, which pushes suppliers to go beyond regulation to support customers with additional needs, and TIDE, the industry’s drive for greater inclusion and diversity. Through our Young Energy Professionals Forum, with more than 3,000 members representing 350 organisations, we support the development of future leaders.