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, and the energy regulator as well as with 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.
13 suppliers which in total supply energy to around 90% of UK homes are currently signed up to the Vulnerability Commitment.
2023 Signatories
- British Gas
- E
- Ecotricity
- EDF
- E.ON Next
- Good Energy
- Octopus Energy
- Outfox the Market
- OVO Energy
- ScottishPower
- Shell Energy
- SO Energy
- Utility Warehouse
Key facts
In 2022;
- Three key themes were investigated; identification of vulnerable customers, support available and training and support for front-line staff
- Panel hearings were held with each signatory to evidence they are meeting their commitments
- Energy UK produced a summary guide, ahead of its fuller year-end report, so that good practice and advice could be shared ahead of the winter
- Good Energy signed up in 2022, taking the total to 12 suppliers covering 80% of the retail market
- Energy UK also produced a report to share how suppliers are able to use smart data to identify and support pre-payment meter customers at risk
- Building on the summary published earlier in the year, the full Vulnerability Commitment Good Practice Guide was published in December 2022, to help all suppliers by sharing industry-leading customer support.
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.