UK energy industry must do more to support vulnerable consumers – report


Urgent action is needed to support vulnerable UK energy customers. That’s the crux of a new report by the country’s Commission for Customers in Vulnerable Circumstances.

The commission was launched in 2018 by energy trade association Energy UK which holds a membership of over 100 suppliers, generators, and other stakeholders with a business interest in the production and supply of electricity and gas for the UK domestic and business consumer markets.

The commission has called for all energy companies as well as regulators and government and consumer-facing price comparison websites, consumer groups and charities, to take steps to better identify and assist customers in difficulty.

According to the commission, whilst the country’s energy industry does present cases of good practice, the sector is largely inconsistent in adequately meeting the needs of the most-vulnerable in UK society.

It urges industry to promote the profile and visibility of the UK’s Priority Service Register, and for suppliers to make a number of contact options open to customers, such as conventional post for those with little or no access to modern communication methods.