The energy sector & consumers in vulnerable situations

About

This guide examines:

• The role that employee competency plays in ensuring positive vulnerability outcomes.
• Why evidenced-based advisor learning solutions can better support suppliers to refine and continually improve their vulnerability handling processes.
• Why design and delivery of effective frontline advisor vulnerability training remains paramount to providing positive outcomes.

Committing to improving vulnerable consumer outcomes remains at the forefront of Ofgem’s and Energy UK’s objectives for the future. Whilst they both continually advocate cultural awareness of vulnerability within organisations, we look at why suppliers need to increase their focus on evidenced-based outcomes to achieve the step-in-change vulnerability objectives required in 2021 and beyond.

With the launch of Energy UK’s Vulnerability Commitment in 2020, and the continued reiteration from Ofgem for all suppliers to ensure that their frontline staff training provisions and business models are continually demonstrating the effective steps that they are taking to embed a clear understanding of vulnerability within their culture, this guide looks at just how far the sector has moved on from a tick-box approach to improving their training provisions and asks: are suppliers taking on board the wealth of guidance and advice that has been issued historically?