Signing up to provide a better service to vulnerable customers | Together Energy

Together Energy is proud to be one of the Founding Signatories of the Vulnerability Commitment

The Vulnerability Commitment is a new voluntary agreement that aims to continuously improve the support vulnerable households receive from energy companies.

Put simply, its purpose is to stop a ‘one size fits all’ approach to customer service, and to develop improved ways of supporting customers in more vulnerable situations – whether that’s how they contact their provider, or the support they can expect.

The Commitment came into effect on 1st January 2021.

What we’re expected to do as part of this Commitment

All of the 15 companies that have signed-up are expected to:

• Proactively evaluate how they currently support vulnerable customers

• Collaboratively share good practice

• Outline the support they provide.

As part of the agreement, we will share and learn from each other to provide better support strategies for the future – and ensure our vulnerable customers are aware of the support they can access.

It’s a commitment that really matters to us as people

An instrumental part of who we are is our desire to ‘give back’ to our local community, and to provide opportunities to people in disadvantaged situations that they might not otherwise have access to.

Fuel poverty is very real for some people. With 90% of our staff employed from the 10% of poorest postcodes in Scotland, many of our staff know what it’s like to be in a vulnerable situation and just how hard it can be to make ends meet.

So, when we say that we’re passionate about supporting customers in need this isn’t a faceless corporate statement, it’s a core belief that runs right through the fabric of our organisation.

We think everyone should be treated fairly and be able to access the support they need, in the way that’s right for them.

What issues are being addressed by the Commitment?

The key themes that we’re focussing on are:

• Putting an end to inadequate and inconsistent service: ensuring that customers are well served and supported, regardless of their circumstances and which company provides their energy

• Ensuring customers receive the same minimum level of service, support and regulatory protection across energy providers

• Making it easy for customers to disclose details about their circumstances, whilst respecting their privacy and security

•  Customers should be able to communicate with their supplier in a way that suits them and their needs

• Ensuring links exist between the energy supplier and organisations that provide support and advocacy

• Creating a smart energy system that helps, not hinders, customers in vulnerable situations

• Supporting customers struggling to afford their bills through short-term help and long-term sustainable solutions.

We’re looking forward to working with the Vulnerability Commitment and driving forward the standards of support that people should expect, whatever their circumstances