December 1, 2020

Together Energy Backs Energy UK Vulnerability Commitment

Together Energy has proudly stepped up to be a founding signatory to Energy UK’s Vulnerability Commitment which aims to improve support to vulnerable households.

The company has voluntarily pledged to a series of commitments that go above and beyond existing license obligations and will be rolled out in 2021.

Commitments include appointing a Board level ‘champion’ to drive activity; additional training for staff to help better identify vulnerable callers; providing a freephone number for customers in financial hardship where appropriate; regular customer research; and using smart technology to identify self-disconnection.

Gavin Baillie, Director of Regulation & Consumer Vulnerability, said, “Looking after vulnerable households has always been a key value of Together Energy, both in the way that we recruit and the way that we serve our customers. Being a founding signatory to Energy UK’s Vulnerability Commitment is an important part of our wider strategy and set of initiatives to not only meet the needs of vulnerable consumers, but to enable them to become engaged with their energy usage.”

Independent assessments will be undertaken to ensure each energy supplier’s performance is meeting the Commitment criteria.

The initiative follows a programme Energy UK launched in 2018 called the Commission for Customers in Vulnerable Circumstances, independently chaired by Lord Whitty, which examined how customers in vulnerable circumstances could be provided better energy services in the future.

Commenting on the launch of the Vulnerability Commitment, Lord Whitty, Chair of the Commission for Customers in Vulnerable Circumstances, said: “It is heartening to see that Energy UK and a significant proportion of energy suppliers have made this commitment and taken up many of our Commission’s recommendations.

“In our Report we found serious issues for vulnerable consumers in dealing with their suppliers; and a wide variation both between and within companies as to how effectively they recognised these difficulties and how they communicated with vulnerable customers.

These commitments – made by companies covering most of  the domestic market – should level up company performance and raise the standard everywhere to the benefit of vulnerable households in these difficult times, leading to more manageable bills in some cases and more effective customer service across the board.”

Full details of the Vulnerability Commitment can be found at https://bit.ly/3fEZ7JA