The voice of the energy industry

Energy UK responds to Citizens Advice research on customers with mental health problems

Responding to Citizens Advice research on customers with mental health problems, Energy UK’s chief executive Lawrence Slade said:  

“How best to identify and support customers in vulnerable circumstances is challenging issue for anyone providing services to the public - however energy companies are committed to doing all they can, including for customers with mental health problems.

“Energy UK’s Safety Net ensures that vulnerable customers will never knowingly be disconnected and last year we worked with the Money Advice Trust to produce a guide for frontline staff on how to help consumers with mental health problems.

“However there is more to be done, so this year we set up the independently-chaired Commission for Customers in Vulnerable Circumstances to look at how standards of care and support could be improved in the energy sector.

“The Commission will report back by the end of the year and we hope that a broad range of stakeholders, including consumer groups like Citizens Advice, will contribute to their work.”

Notes to editors:

You can find out more about the  Safety Net on the Energy UK website
For more information on the mental health guide with Money Advice Trust visit the Energy UK website.
Find out more about the Vulnerability Commission on the Energy UK website. 

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