UKRN promotes and supports initiatives to raise awareness of vulnerability support services

Publication date
29th March 2016
Information types
Policy areas

As part of the 2015-16 work programme, UKRN members have been working on initiatives to help consumers in vulnerable circumstances, including aligning our work where appropriate. 

Consumer advisory leaflet

Ofgem, Ofcom, Ofwat, the ORR and the CAA have worked together to produce a leaflet that lets consumers in vulnerable circumstances know about the assistance available to them that lets them engage with their essential services.  It guides them to information sources and highlights the range of free support services offered by utility, telecommunications and transport providers which eligible consumers can register and benefit from.  The leaflet is on the UKRN website 

Signposting vulnerability support services 

Water UK (representing water companies), the Energy Networks Association (representing major network operators), and Energy UK (on behalf of Member suppliers) announced a joint initiative to signpost one another’s vulnerability support services to their customers.  From April 2016, participating water companies will let their consumers know about the support services (such as doorstep password schemes and advance notice of supply interruptions) offered in the energy sector and vice versa.  This is a voluntary industry initiative, welcomed by UKRN, Ofgem and Ofwat