Vulnerabilities

Learn how to recognize and support vulnerable energy customers. Understand vulnerability types, why it matters, and best practices for compassionate agent interactions.

Knowing that vulnerability exists is one thing — spotting it in a real conversation is another. Customers don't always tell us directly that they're struggling, and some don't think of themselves as vulnerable at all. This guide covers the signals t...

The Priority Services Register (PSR) is one of the most practical and meaningful things we can offer a vulnerable customer. It's free, it's straightforward to set up, and it can make a genuine difference to someone's experience of being an energy ...

Financial difficulty is one of the most common forms of vulnerability you'll encounter, and one of the most sensitive to handle well. A customer who is struggling to pay their energy bills is often also dealing with stress, shame, and fear — sometim...

Most vulnerability situations can be handled well at agent level with care, good judgement, and the right support options. But some situations go beyond what a standard customer service interaction can or should manage alone. This guide covers when ...