Vulnerable customer policy

Download the vulnerable customer policy as a PDF. (PDF, 425 KB)

Purpose

Gateshead Energy Company (GEC) is committed to ensuring that all domestic heat customers receive fair, inclusive, and compassionate service. This policy outlines our approach to identifying, supporting, and protecting customers in vulnerable situations, in line with Heat Trust standards and sector best practice.

Definition of Vulnerability

A Heat Customer in a Vulnerable Situation is defined as: A customer whose personal circumstances and characteristics combine with aspects of the market to create situations where they are: a) significantly less able than a typical consumer to protect or represent their interests in the energy market; and/or b) significantly more likely than a typical consumer to suffer detriment, or that detriment is likely to be more substantial. Vulnerability is often transient — customers may move in and out of vulnerable circumstances over time.

Vulnerability - GEC Definition

• Are of pensionable age (65+)
•  Have a disability
  - Physical impairments (e.g. mobility issues, restricted hand movement, difficulty accessing meters)
  - Sensory impairments (e.g. blindness, partial sight, deafness, or hard of hearing)
  - Cognitive or developmental conditions (e.g. learning disabilities, autism)
  - Mental health conditions (e.g. anxiety, depression, schizophrenia)
• Have a chronic illness
  - Cardiovascular
     -  Heart disease Coronary
     - Heart Failure
     - Atrial Fibrillation
     - Hypertension (High Blood Pressure)
     - Stroke and Transient Ischaemic
  - Respiratory conditions
       - COPD
       - Asthma
  - Neurological conditions
       - Parkinson's
       - MS
  - Limited Mobility
       - Arthritis etc
   - Immunosuppressed
      - Acute or chronic leukaemia's (cancers)
      - Lymphomas (tumours)
      - Chronic lymphoproliferative disorders (e.g. indolent lymphoma, chronic lymphoid leukaemia, myeloma) (other cancers)
      - Cellular immune deficiencies
      - HIV/AIDS with severe immunosuppression
• Are temporarily experiencing life events such as:
  - Bereavement
  - Redundancy
   Are in temporary hardship due to economic or social factors
  - Domestic violence
  - Recovery from injury
  - Are the contract owner, aged between 16-18 years?
  - Are a carer/representative of someone in the property who are medically dependant on the carer/representative and/or wall-powered electrical equipment.
  - Those under guardianship orders
  - Have low financial resilience or are struggling to pay bills - e.g. Universal Credit
  - Have low literacy, numeracy skills or communication skills e.g. unable to read
  - Newborns or under school age, typically considered 0-5 years old

Our Commitments

GEC and its service providers will:

• Ensure all staff have access to these guidelines and receive appropriate training
• Equip frontline staff to provide tailored support to vulnerable customers
• Require service providers to maintain robust policies and training for vulnerability
• Design communications that encourage disclosure of vulnerabilities
• Offer multiple communication channels suited to customer needs
• Maintain and regularly review the Priority Services Register (PSR)
• Use energy usage data to identify potential vulnerability
• Proactively support customers to prevent financial hardship from escalating • Refer and signpost customers to third-party support (e.g. debt advice, benefit checks)
• Share best practice and learning across the sector
• Partner with third parties to help customers maximise income
• Raise awareness of available support for vulnerable households

How We Deliver Support

Communication and Accessibility

Gateshead Energy Company is committed to ensuring that all customers can access support through a range of communication channels suited to their individual needs. We provide a customer service phone line that does not incur premium charges. In addition to telephone contact, we offer at least one alternative methods of communication, such as email or postal correspondence - and where a language other than English is needed, an auto-translated version. Larger text can be facilitated as standard. Braille is unavailable. Face-to-face appointments upon request to allow communication with customers experiencing financial hardship. To ensure digital inclusion, we regularly review the accessibility of our digital platforms and implement improvements where necessary. Paper versions of all communications are available upon request, and we actively gather customer feedback on the clarity and ease of understanding of our communications, using this insight to make ongoing improvements.

Customer Engagement

We encourage customers to disclose any vulnerabilities and offer the opportunity to join the Priority Services Register (PSR) during the completion of their Heat Supply Agreement. We also remind customers of the PSR facility in tariff update communications.

We take a compassionate approach to debt recovery and will only use High Court Enforcement Officers where appropriate, taking into account any vulnerabilities that may be worsened by enforcement action. We never knowingly disconnect vulnerable households, particularly those with children or where the customer is unable to safeguard their welfare due to age, health, disability. Additionally, we will not disconnect domestic households served via non-domestic supply if vulnerability is identified.

All properties are fitted with a prepayment meter, however when a change of meter or mode on a smart meter happens, we ensure that customers can immediately access their energy supply by providing the necessary tools (e.g., a top-up card, app or online tool) or applying preloaded credit. We also take reasonable steps to alert prepayment customers to the risk of standing charge build-up during summer months and encourage them to keep their meters topped up.

Our staff maintain up-to-date knowledge of available support services and are trained to signpost customers accurately based on their individual circumstances. Where necessary, we follow up with customers to ensure they received the support they needed. Finally, we continuously review and adapt our policies and guidelines to ensure we are delivering the highest level of support to vulnerable customers, in line with Heat Trust requirements.

Vulnerable Customer Process

Step-by-Step Support

Gateshead Energy Company follows a structured process to identify and support customers in vulnerable situations. This begins with identifying vulnerable customers at various touchpoints, including during the sign-up process, through regular communications such as tariff updates, and via conversations with customers that build trust and understanding.

Once a customer is identified as potentially vulnerable, we seek their consent to register them on the Priority Services Register (PSR) within the CRM (Customer Relationship Management).

We explain the purpose of the PSR, the benefits it offers. This registration enables us to tailor our services and communications to meet the customer's specific needs.

We then engage with the customer to discuss what support they require. This includes identifying any immediate actions that need to be taken to safeguard their wellbeing and ensure continued access to heat. Support is tailored to the customer's situation and may include a range of interventions.

Immediate Actions May Include:

• Assisting with system use or top-up methods, using the customer's preferred communication style
• Providing documents in alternative formats or arranging assistive technology
• Offering a heat credit loan (up to three per rolling 12 months), with clear explanation of repayment terms
• Referring or signposting to third-party support services such as debt advice, benefit checks, or local provision like food banks
• Liaising with housing providers (with consent) to coordinate support
• Allowing customers to nominate someone to manage their account
• Providing support with in-home equipment via phone, documentation, or home visits
• Taking any other appropriate action within staff authority to support the customer's wellbeing

All relevant information gathered during this process is recorded in the customer's account. We ensure that only factual and necessary details are documented, avoiding personal opinions, to maintain professionalism and consistency in future communications.

To ensure a joined-up approach, we share relevant information with the metering and billing provider for the customer's property. This ensures that all parties involved in delivering services are aware of the customer's vulnerabilities and can provide consistent support.

If staff are ever unsure about the best course of action, they are instructed to escalate the matter to their line manager. This ensures that decisions are made collaboratively and in the best interest of both the customer and Gateshead Energy Company.

Governance and Review

This process is overseen by the Energy Services Team Leader, with strategic oversight provided by the Energy Services Manager. The policy and process are reviewed annually or in response to regulatory changes. Performance is monitored through PSR data, customer feedback, and complaint trends to ensure continuous improvement and accountability.