Supporting customers
Vulnerability Commitment
A voluntary set of principles and commitments from energy suppliers to support customers in vulnerable circumstances in addition to existing industry regulations.
The energy sector is committed to continually improving service for all customers, particularly those in the most need.
Energy UK’s Vulnerability Commitment was developed in consultation with energy suppliers, consumer and charity groups, the energy regulator and customers themselves, to support people in vulnerable circumstances – over and above existing regulations.
The Vulnerability Commitment is open to all energy suppliers, and aims to drive continuous improvement based on three key principles: Accessibility, Collaboration and Innovation.
It is independently chaired and scrutinised; each year an expert panel assesses each supplier’s performance against the Vulnerability Commitment.
Between them, the 13 signatories to the Vulnerability Commitment supply energy to more than 95% of UK homes.
2025 Signatories
- British Gas
- E
- Ecotricity
- EDF
- E.ON Next
- Good Energy
- Octopus Energy
- Outfox Energy
- OVO
- ScottishPower
- So Energy
- Utilita
- Utility Warehouse
In 2025
- Three key themes were investigated:
- 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
- Panel hearings were held with each signatory and the Expert Panel to evidence they are meeting their commitments
- Energy UK published the full Vulnerability Commitment Good Practice Guide, highlighting good practices from the panel hearings and sharing industry-leading customer support. This guide helps suppliers, charities, consumer groups and customers see the work each supplier undertakes to support their vulnerable customers.
Previous reports
Previous reports
- Defining customers who are considered most vulnerable
- Ensuring all customers are offered an affordable repayment plan
- Staying aware of vulnerabilities in customers with pre-payment meters
- The role of the Vulnerability Champion
- Collecting data on vulnerable customers
- Collecting data from front-line staff
A shorter summary Good Practice Guide, produced ahead of Winter 2022
- Using smart data to identify and support pre-payment meter customers at risk
- Identification of vulnerable customers
- Support for vulnerable customers
- Training for frontline staff
The Commission for Customers in Vulnerable Circumstances
In 2018, Energy UK launched the Commission for Customers in Vulnerable Circumstances. Independently chaired by Lord Whitty, with five expert Commissioners from a wide range of backgrounds, the Commission explored how customers in vulnerable circumstances could be provided better energy services in the future.