All six of the largest energy suppliers have attained the highest standard possible in the Energy UK Safety Net Audit for 2018 – marking the second year running the companies have achieved the “gold” award.
The voluntary safety net was created in 2004 and measures the big six against 13 objectives ranging from minimising disconnections to having specialist teams and appropriate policies and procedures in place designed to protect vulnerable customers.
Under the scheme, signatories have pledged to never knowingly disconnect a customer in vulnerable circumstances at any time of year.
Energy UK says the results of the latest audit, carried out by PwC, recognise the “significant efforts” suppliers have made to comply with the commitments.
Lawrence Slade, chief executive of Energy UK, said: “It is encouraging to see all six safety net signatories achieve the highest standard for the second year running.
“This demonstrates the industry’s commitment to protecting customers in vulnerable circumstances.
“There is much more the industry can do in this area and it’s to meet that challenge that we set up the independently-chaired Commission for Customers in Vulnerable Circumstances along with plans for a new vulnerability charter.”
The Commission for Customers in Vulnerable Circumstances was set up last year and looks at how standards of care and support could be improved further across the energy sector.
It will report back in the coming weeks making recommendations for industry, government and other stakeholders.
The new vulnerability charter, which will be published later this year, will update, develop and consolidate the existing voluntary commitments and “go further” to support customers most in need.
Responding to the news Steve Crabb, consumer vulnerability director at British Gas, said:”We’re delighted to get this recognition for the work we do for our vulnerable customers who need some extra help.
“We’re involved in a number of schemes and partner with various charities to help us achieve this.”
Matt Cole, Npower’s head of customer vulnerability, added: “We are proud to achieve the highest standard for the second year running and be among all the other established suppliers in doing so.
“Making sure that we protect our vulnerable customers is incredibly important, especially those who are struggling to pay, and our Safety Net rating shows how highly we prioritise and are committed to supporting those who need the help.”
An EDF spokesperson said: “At EDF Energy, we take our commitment to support our vulnerable customers very seriously.
“We are proud that our efforts have been recognised and that, for the third year in a row, EnergyUK has awarded us the highest standard possible in their Safety Net Audit.”