Urgent action is needed to improve help for vulnerable energy customers, according to an independent report. Energy companies, regulators, the government and price comparison sites must better identify vulnerable consumers and improve the support given to them, the Commission for Customers in Vulnerable Circumstances recommends. The report, launched last year by industry body Energy UK and independently chaired by Lord Whitty, said the quality and availability of support varied widely across the sector, and even sometimes within the same company. The commission has recommended an independently monitored code of conduct for suppliers to drive up standards of support for customers in vulnerable circumstances. Other recommendations include systematic training for all frontline staff to help them identify and offer support to vulnerable households, and the industry working together to improve the effectiveness of the Priority Service Register.
Energy Voice 31st May 2019 read more »