It said that EDF is “a good example” with its Personalised Support Service (PSS) of building empathy for the disabled and older customer and a personalised service for all types of disabilities into its mainstream service.
BDF said all suppliers need to adopt this approach if they are to secure the loyalty of a rapidly expanding older customer base.
EDF’s head of customer development Martin Aylward said: “We want to ensure that all of our customers receive the best possible service to meet their needs.”
“We are always looking to improve our services and in 2015 we launched an online tool that customers, their carers and our customer service advisors can use, which provides tailored advice on which areas of support each individual customer may be able to benefit from.”
Through re-launching its PSS in 2014 and upgrading its website to “make it as simple as possible for our vulnerable customers to access the help they are entitled to”, EDF has added over 125,000 vulnerable customers to its Priority Services Register.
It has also performed over 1,300 benefit entitlement checks through its benefit entitlement check and support helpline.
The EDF Trust Fund, which provides support for vulnerable families and individuals struggling to pay their energy bills, has also awarded more than 4,000 grants totalling £2.75 million after receiving over 10,000 applications since the relaunch.
BDF revealed last week the extent of poor disability awareness across all service industries. It said this is resulting in £42.3 million worth of custom switching energy supplier each month.