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Supporting customers

Sharing good practice

Energy UK has published two guides to share good practice within the industry and provide practical tools for retail suppliers to help them serve their customers, given the rising pressure on customer service amidst the ongoing economic situation.

Customer Service During Times of High Pressure Good Practice Guide Sept 2022 1

Customer Service

The Customer Service Good Practice Guidance 2022 was produced following a roundtable with Energy UK’s members, Ofgem, Citizens Advice and representatives from the finance industry who shared information and insights from customer service in financial markets. The report is a summary of what we’ve learnt through this process. It is intended to promote good customer service practices. Whilst sharing these ideas is valuable, one size does not fit all and tailored approaches are becoming ever more necessary.

Helping Vulnerable Customers

Energy UK’s Vulnerability Commitment is a set of principles and commitments from energy suppliers to support customers in vulnerable circumstances in addition to existing industry regulations. The Vulnerability Commitment is open to all energy suppliers, and aims to drive continuous improvement in support for customers in vulnerable circumstances based on three key principles: Accessibility, Collaboration and Innovation.

At this year’s Vulnerability Commitment (VC) panel hearings, energy retail suppliers told us about a range of innovative practices that they were introducing to support their vulnerable customers.

The Vulnerability Commitment Good Practice Guide 2022 highlights where signatories to Energy UK’s Vulnerability Commitment link are doing exceptionally innovative or noteworthy work.

Throughout the document, we have highlighted some participating suppliers that are doing exceptionally innovative or noteworthy work. However, it’s important to note that all suppliers participating in the Commitment are working hard to safeguard customers at risk.

Energy UK Vulnerability Commitment Good Practice Guide Dec 2022 1