Good Energy signs up to Energy UK’s Vulnerability Commitment

Good Energy has joined 11 other retail energy suppliers in signing up to Energy UK’s Vulnerability Commitment.

The voluntary commitment was established in 2021 by Energy UK, to improve the support available for vulnerable customers. Signatories have committed to drive continuous improvement in support for customers in vulnerable circumstances based on three key principles: accessibility, innovation and collaboration.

The Commitment is designed to go above and beyond existing licence obligations and includes requirements to implement specific training for frontline staff, assign a dedicated board-level or equivalent Vulnerability Champion and undertake consumer research to ensure the company’s approach to supporting vulnerable customers is informed and up-to-date.

The Vulnerability Commitment is independently chaired, and each year requires signatories to evidence their processes at panel hearings.

Earlier this year, Energy UK published a summary Good Practice Guide, highlighting the exceptionally innovative and noteworthy work that signatories are doing to support the most vulnerable households.

With Good Energy joining as a signatory, suppliers signed up to the Vulnerability Commitment now cover 80% of the domestic market.

Steve Crabb, Chair of Energy UK’s Vulnerability Commitment, said: 

“I’m delighted that Good Energy have signed up for the Vulnerability Commitment – they have a clear passion for doing the right thing for customers who need extra help, and this takes us one step closer to getting the whole industry participating in the commitment.”

Nigel Pocklington, Good Energy CEO said:  

“It has always been Good Energy’s policy to protect vulnerable customers however we can, and now is a more important time than ever to do so. Energy UK’s Vulnerability Commitment is an essential standard for the industry, so we are very happy to have met the requirements of the independently chaired commission and joined. We are acutely aware of the numbers of customers struggling and the challenge facing us this winter and beyond — this commitment will underpin the job we have ahead to help them wherever possible.”