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.”