Supporting customers with mental health problems through the energy crisis: A practical guide for energy firms
20 April 2022
As energy prices rise, millions of customers are likely to find themselves at risk of falling behind on payments. This guide outlines practical, tangible steps energy firms can take to support customers with mental health problems that are struggling to pay their bills. In addition to minimising distress for vulnerable customers, we explain how these steps could prove beneficial for the firms – for example, by reducing pressure on customer service teams.
Our guidance includes, but is not limited to, training staff in recognising vulnerable customers, reviewing potentially intimidating correspondence surrounding debt and payments, as well as ensuring customers are signposted to any discounts and support schemes that they are entitled to.