- Energy UK’s Vulnerability Commitment is a voluntary initiative under which supplier signatories pledge to go above existing obligations in order to support customers with additional needs. How suppliers identify their most vulnerable customers.
- 13 suppliers are signed up, covering over 95% of the domestic retail market, and are assessed on their performance by an independent panel.
- Energy suppliers continue to provide millions of pounds of extra support to customers, in addition to regulatory requirements, totalling at least £500 million since late 2021 when the gas price crisis began.
- Customer debt now stands at a record £3.7 billion, with the demand for help and support therefore remaining high.
Energy UK has today published its 2024 Vulnerability Commitment Good Practice Guide highlighting the different ways in which suppliers have innovated, invested and gone beyond existing regulations to support customers in need.
The report highlights how signatories to the Commitment, now in its fourth year, have tackled three specific themes in addition to the Commitment’s existing requirements:
- How suppliers identify their most vulnerable customers.
- Ensuring repayment plans offered to customers are affordable – and remain so.
- How they stay on top of changing circumstances that might affect whether prepayment meters are still suitable for certain customers.
The examples of good practice in the report show how suppliers use AI and data to help identify customers in need of support and complement the people skills and knowledge of frontline staff, further enhanced by a significant increase in training and the deployment of specialist teams. The report also gives examples of the important role that partnerships with charities and advice bodies can play in providing specialist advice and support that often goes beyond just financial.
Energy UK’s Vulnerability Commitment is a voluntary initiative with 13 supplier signatories that together cover more than 95% of the domestic retail market. It requires companies to go further than existing obligations to support vulnerable customers, and signatories are scrutinised each year on their performance via independent panels and evidence-based assessments.
Steve Crabb, Independent Chair of the Vulnerability Commitment said:
“With nearly one in 10 households already in fuel poverty and Ofgem’s energy price cap rising again, this looks like being another very tough winter for Britain’s most vulnerable families. For the past four years, Energy UK’s Vulnerability Commitment has been challenging energy suppliers to find new ways to help customers who are at risk and supporting them through the exchange of best practice.
“I’ve been delighted to see how energy suppliers of all shapes and sizes have been rising to the challenge, finding new ways to identify their most vulnerable customers, provide them with the support they need and checks to make sure they stay safe and warm.”
Dhara Vyas, Deputy CEO of Energy UK, said:
“It’s been difficult for millions of energy customers over the last few years with rising bills and an accompanying increase in the cost of living, leading to a record number of people needing additional support. Suppliers know there is more demand for help than ever before, including from customers unused to such difficulties, and with many others who may not recognise or want to disclose their situation.
“As shown by the Vulnerability Commitment and the range of extra support provided, suppliers continue to step up the help they offer to customers – and once again this winter, they will do all that they can. Anyone struggling to pay their energy bills, or with additional needs or in a vulnerable situation, should check if they can sign up to the Priority Services Register, and contact their supplier to see what extra support is available.”
Notes to editors
Energy UK is the trade association for the energy industry with over 100 members – from established FTSE 100 companies right through to new, growing suppliers, generators and service providers across energy, transport, heat and technology. Our members deliver to nearly 80% of the UK’s power generation and over 95% of the energy supply for 28 million UK homes as well as businesses. The sector invests £13bn annually and delivers nearly £30bn in gross value – on top of the nearly £100bn in economic activity through its supply chain and interaction with other sectors. The energy industry is key to delivering growth and plans to invest £100bn over the course of this decade in new energy sources. The energy sector supports 700,000 jobs in every corner of the country. Energy UK plays a key role in ensuring we attract and retain a diverse workforce. In addition to our Young Energy Professionals Forum, which has over 2,000 members representing over 350 organisations, we are a founding member of TIDE, an industry-wide taskforce to tackle Inclusion and Diversity across energy.