Energy UK launches Commission for Vulnerable Customers

The industry body, Energy UK, is launching a new Commission for Customers in Vulnerable Circumstances to explore how standards of care and support could be improved. The Commission will be involve representatives from across the business, charity and consumer advice communities and be independently chaired.

In the coming weeks, the Commission will publish a call for evidence and will hold hearings around the UK to hear from the broadest possible spectrum of stakeholders - from consumer groups, those representing the elderly and people with disabilities, experts on financial vulnerability and mental health charities among others.

The Commission will consider the different aspects of vulnerability and how they can impact a customer's ability to engage with the energy market as well as consider how the actions of suppliers, government departments, Ofgem and other stakeholders impact on the overall level of care and support for customers in vulnerable circumstances.

Energy UK will be separately developing a new Vulnerability Charter to build on existing voluntary commitments and go further to support customers most in need.

Chair of the Commission for Customers in Vulnerable Circumstances, Lord Whitty, said:

"Vulnerability of all kinds present a range of challenges for the energy industry and I'm pleased to have the opportunity to take on the role of Chair of the new Commission to explore how energy suppliers, and wider sectors both public and private, can best serve, support and protect customers in vulnerable circumstances. I look forward to working with all concerned to progress this vital work, and to build on the hard work and progress made so far by the energy sector."

Lawrence Slade, chief executive of Energy UK, said:

"Identifying customers in vulnerable circumstances and providing the appropriate support customers need, and want, is a challenge that is not unique to energy companies - across our society we need to take huge leaps forward in recognising and responding to the impact of vulnerable circumstances. These can be difficult to identify, are often complex, and can be temporary or permanent."

"The launch of the Commission is an important further step forward for the energy industry that believes strongly in improving customer service and support for all consumers, particularly those most in need."