Energy firms focus on vulnerable customers

A new guide to help energy suppliers identify and support vulnerable consumers has been launched. Set up by The Money Advice Trust and Energy UK, the initiative aims to help […]

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By Jonny Bairstow

A new guide to help energy suppliers identify and support vulnerable consumers has been launched.

Set up by The Money Advice Trust and Energy UK, the initiative aims to help the public deal with problems such as mental illness and learning difficulties, as well as provide practical tools for frontline staff to use with consumers.

Ofgem recently modified its domestic Standards of Conduct for gas and electricity suppliers, which now require these companies to do a better job of finding and engaging with customers in need of assistance.

With the number of suppliers rising, this guide comes at an important time to assist new entrants to the market in training staff to improve their support to customers.

Lawrence Slade, Chief Executive of Energy UK said: “Mental health issues can affect any one, at any time, which is why it is so important for energy companies to recognise this significant issue and ensure they are equipped to deal with the needs of all their customers.

“This is a challenge that is not unique to energy companies – across our society we need to take huge leaps forward in recognising and responding to the impact that mental health issues can have on a large part of the population.”