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.
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 2023;
- Three key themes were investigated; the role of the Vulnerability Champion in embedding strategy with an emphasis on compliance and enforcement, data collection on vulnerable customers and data collection from front-line staff regarding vulnerable customers.
- E.ON Next joined the Vulnerability Commitment, as did Shell Energy. Octopus Energy has since acquired Shell’s customers and so previous Shell customers continue to be covered by the Vulnerability Commitment. This means over 90% of UK households are now served by suppliers who have signed up to the Commitment.
- Panel hearings were held with each signatory 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 as well as charities, consumer groups and customers to see the work each supplier does to support their vulnerable customers.
- At the end of 2023, the Vulnerability Commitment has been reviewed to ensure that 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 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.