Vulnerability Commitment for the energy sector welcomed

The Money Advice Trust, the charity that runs National Debtline and Business Debtline, has today welcomed the launch of Energy UK’s Vulnerability Commitment.

Suppliers serving nearly three quarters of UK households have signed-up to new industry standards designed to improve support for customers in vulnerable circumstances. These include:

• Training frontline staff to better identify and support vulnerable customers.
• Providing a freephone number for customers in financial hardship where appropriate.
• Supporting the development of a best practice guide on using smart technology to identify self-disconnection.
• Appointing a Board level ‘champion’ to take responsibility for meeting the Commitment and improving support to vulnerable households.

Joanna Elson CBE, chief executive of the Money Advice Trust and a Commissioner on Energy UK’s Vulnerability Commission, said “Today’s commitment from energy suppliers to improve the support they provide to vulnerable households is welcome and comes at a crucial time with many people dealing with the financial impact of Covid-19.”

“Energy arrears remain one of the most common household debts faced by people contacting our services. As this commitment recognises, energy suppliers need to work closely with providers of free debt advice to ensure people receive the support they need.’

“Appointing Board level ‘champions’ to ensure requirements to improve support are met is also an important step and should help turn commitments into action.”

“Energy UK has played an important role in driving forward the vulnerability agenda across the energy sector. I hope this Commitment encourages more suppliers to further improve support for customers in vulnerable circumstances – we look forward to working with suppliers to make this a reality.”

Meanwhile Craig Simmons, Head of Debt Policy and Strategy at the Money and Pensions Service said: “When people are struggling to keep up payments on their energy bills they may be experiencing financial difficulties in other areas too, which is why it’s important that people know they can access free, independent debt advice. Energy UK’s Vulnerability Commitment means that energy firms can better identify vulnerable customers and direct them to debt advice or other support. As part of our UK Strategy for Financial Wellbeing, the Money and Pensions Service is bringing together organisations across many sectors to support people in vulnerable circumstances to access help for money issues and we are pleased to see firms taking up initiatives like this.”