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Money Advice Trust welcomes new Vulnerability Commitment for the energy sector

1 December 2020


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.”​

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