Energy UK’s Vulnerability Commitment
Energy UK is the trade association for the gas and electricity sector. Its members include the main energy suppliers in Great Britain.
Under Energy UK’s Vulnerability Commitment, no vulnerable customer should be disconnected at any time of the year. You are considered to be vulnerable if you are unable to safeguard your welfare or the welfare of other members of your household because of ‘age, health, disability or severe financial insecurity’.1Energy UK, The Vulnerability Commitment, 2024 The Commitment complements and supports the regulations contained within suppliers’ licences. Although not legally binding, the committment could be used as a negotiating tool to avoid disconnection if you believe that you should be treated as vulnerable or be given appropriate support to meet their needs.
Examples of what counts as ‘vulnerable’ include:2Energy UK, The Vulnerability Commitment, 2024 •you care for an elderly person in your household;
•you have a disability or a chronic health condition;
•the household includes young children, aged six or under (or under the age of 16 during the winter moratorium);
•you have a mental health or a developmental condition;
•you cannot safeguard your welfare or the personal welfare of other members of the household.
Supplier signatories resolve to adopt a collaborative, proactive and transparent approach when dealing with vulnerable customers.3At the time of writing, the signatories are British Gas, EDF Energy, E.ON Next, Scottish Power, Octopus Energy, Utility Warehouse, OVO Energy, Ecotricity, So Energy, Outfox the Market, Utilita, Good Energy and E Energy It complements and supports existing licence requirements for the protection of vulnerable households, demonstrating a quality benchmark and best practice for compliance. Although not legally binding, the policy could be used as a negotiating tool to encourage signatory suppliers to provide additional support needs if you are vulnerable. The support includes:
•alerting you to risks of standing charge build-ups on prepayment meters during the summer (to avoid self-disconnection);
•ensuring uninterrupted supply from a prepayment meter once installed or smart meter recalibrated;
•providing alternative means of contacting suppliers in addition to telephone contact;
•providing paper billing communication, where appropriate;
•never knowingly disconnecting a vulnerable customer at any time of year;
•providing a package of support (including energy efficiency and tariff advice and information) for customers using a prepayment meter;
•actively promoting digital inclusion for vulnerable customers;
•only using High Court enforcement officers to recover debts where appropriate for a vulnerable customer;
•signposting or assisting customers to maximise their income;
•working with all credible debt or consumer body organisations, to consider all the information available when setting up payment plans for customers;
•increasing customer awareness of support available to vulnerable households.
See here for more information about protections for people in vulnerable situations.