Water and energy companies join forces to help customers in vulnerable circumstances

For immediate release - 29 March 2016

Customers who need extra help will, from April, get a more streamlined service from water and energy companies making it easier to get help and stay safe at home.

Working closely together, network operators and suppliers will signpost customers not just to their own services but where to find all the support they need from any participating water or energy company.

This means customers will no longer have to hunt around to find out how to get braille or large print bills or to set up secure passwords so they can be assured that the water or energy employee at their door is genuine.

David Smith, Chief Executive of Energy Networks Association said: “Safeguarding customers in vulnerable circumstances is a top priority for all utilities, and electricity and gas network operators are acutely aware of the vital service they provide to ensure lights stay on and homes are warm. Working together to protect those who need more information and extra support is part of good customer care and this initiative will help all utilities to improve their service."

Michael Roberts, Chief Executive, Water UK, said: “Water companies’ customers are also energy companies’ customers, so together we must help our customers to be aware of all the help available to them from their utility companies.”

Lawrence Slade, chief executive of Energy UK said: “Customers are at the heart of what we do, so any project aimed at helping the most vulnerable is a step in the right direction. It is important for customers to know of help available from utility companies and we look forward to seeing this partnership with the water networks progress.”

The United Kingdom Regulators Network (UKRN) has also produced a helpful leaflet for customers with information about support services offered across the water, energy, telecoms and travel sectors.

For more information:

Energy Networks Association - [email protected]