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.
2024 Signatories
- British Gas
- E
- Ecotricity
- EDF
- E.ON Next
- Good Energy
- Octopus Energy
- Outfox the Market
- OVO Energy
- ScottishPower
- So Energy
- Utility Warehouse
- Utilita
In 2024
- Three key themes were investigated:
- Defining and identifying the most vulnerable customers.
- Offering genuinely affordable repayment plans.
- Staying aware of prepayment customers’ vulnerabilities.
- Utilita joined the Vulnerability Commitment at the start of 2024, meaning more than 95% of UK households are now served by suppliers who signed up for the Commitment.
- 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.
- The Vulnerability Commitment will be reviewed with signatories and the Advisory Board towards the end of 2024. A new Independent Chair will be recruited for 2025. The review will aim to ensure the commitments reflect the evolving market landscape, ensuring the Vulnerability Commitment continues to meet its objective of demonstrating suppliers going above and beyond licence conditions.
The Vulnerability Commitment Good Practice Guide 2024 highlights where signatories to Energy UK’s Vulnerability Commitment are doing exceptionally innovative or noteworthy work.
The Vulnerability Commitment Good Practice Guide 2023 highlights where signatories to Energy UK’s Vulnerability Commitment are doing exceptionally innovative or noteworthy work.
A shorter summary Good Practice Guide was produced ahead of Winter 2022
Using smart data to identify and support pre-payment meter customers at risk
The Vulnerability Commitment Good Practice Guide 2022 highlights where signatories to Energy UK’s Vulnerability Commitment are doing exceptionally innovative or noteworthy work.
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.