Trade association Energy UK has launched a new independently-chaired commission which will hold hearings across the UK over the coming months to hear from consumer, elderly, disability and mental health groups as well as experts on financial vulnerability. It will consider how vulnerability affects a customer’s ability to engage with the energy market and how suppliers, government departments and regulator Ofgem contribute to care and support for those in vulnerable circumstances.

Energy UK said the commission was an important next step in its efforts to improve customer service and to ensure suppliers were meeting the needs of all their customers.

Citizens Advice has today welcomed the announcement by Energy UK of the launch of the Commission for Customers in Vulnerable Circumstances.

Gillian Guy, Chief Executive of Citizens Advice, said “This commission offers a real opportunity to ensure that vulnerable energy customers receive a better service and the right level of support. We’ve long argued that energy companies should do more to support their customers in vulnerable circumstances. All too often, these are customers who are paying over the odds for their energy and are treated poorly by their supplier.”

“We look forward to working constructively with the commission and to the development of concrete proposals that will make a meaningful difference to the lives of millions of vulnerable people.”

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