Ombudsman Services | Dec 01, 2020
Trade association Energy UK has today (Tuesday 1 December) launched its Vulnerability Commitment, under which suppliers serving nearly three quarters of the domestic market have pledged to improve the support they provide to vulnerable households.
The commitments include:
Ed Dodman, director of regulatory affairs at Ombudsman Services, which runs the Energy Ombudsman scheme, welcomed the announcement.
He said: “It’s good to see energy suppliers taking steps to further improve how they support vulnerable customers. Energy UK deserves praise for the work it is doing to drive this agenda forward, particularly at a time when so many people require additional support due to financial pressure and other issues.
Ed Dodman, Director of Regulatory Affairs | Ombudsman Services
“We know from the complaints we handle that complicated and hard-to-understand bills are a real source of frustration for customers, including those in vulnerable circumstances, and can lead to a breakdown in trust between customer and supplier. It’s therefore encouraging to see suppliers signing up to improvements in this area.
“The commitment to training front-line staff, so they are better equipped to help vulnerable customers, is important and has the potential to make a real difference to people who might otherwise struggle to engage with the energy market.
“As the ombudsman we are undertaking our own work to improve how we identify and support vulnerable customers. We are keen to work closely with energy suppliers and other industry stakeholders as we do this.”