We understand that life can present unexpected challenges, and our vulnerable customer strategy is designed to ensure no one faces these alone. Our focus is on recognising, supporting, and caring for customers in vulnerable situations, always acting with compassion and integrity. On this page, you’ll find details of the steps we’ve taken to improve our services and support for vulnerable customers, as well as our ongoing commitment to making things even better in the future.

At Switch2, supporting vulnerable customers is not just a regulatory requirement—it’s a core part of our values and our duty to the residents we serve. We are committed to ensuring that every customer, especially those facing additional challenges, receives the support, respect, and tailored services they need.

Priority Services & Vulnerability Policy:

Our Commitment to Supporting Every Customer

Our Definition of Vulnerability

We recognise that vulnerability can be temporary, sporadic, or permanent, and may arise from a range of personal circumstances. In line with Heat Trust guidance, a vulnerable customer is someone whose circumstances make them:

• Less able than a typical consumer to protect or represent their interests in the energy market; and/or
• More likely to suffer detriment, or for whom that detriment would be more substantial.

Priority Services Register

• Our free Priority Services Register (PSR) allows us to identify and support customers who need extra help.
• Customers, carers, or advice agencies can register, with consent, to ensure tailored support.
• We regularly update the register and ensure data is handled in line with UK GDPR and the Data Protection Act.

A priority service customer may be someone who:

• Uses medical equipment and is reliant upon electricity or water.
• Is of pensionable age.
• Lives with children under five.
• Has a disability (including mental health), or who are chronically ill.
• Has dementia.
• Undertakes dialysis treatment at their property.
• Is blind or partially sighted.
• Is deaf or hard of hearing.
• Has a loss or impairment of smell.
• Needs documents translated into another format or language.
• Has restricted movement
• Has mental health concerns.
• Temporarily needs extra support

You can add yourself to the register through your online account at www.my.switch2.co.uk or you can email myaccount@switch2.co.uk. Alternatively, you can call us on 0333 321 2010

How We Support Vulnerable Customers

Accessible and Tailored Services

• We offer alternative communication formats (Braille, large print, audio, translated documents).
• Customers can nominate a trusted person to help manage their account or receive bills.
• We provide financial assistance, flexible payment options, and doorstep password schemes for added security.
• Essential information is available in accessible formats and through multiple channels, including digital and telephone.
• We have provided a list further down of all the options available to support our customers.

Proactive Identification and Needs Assessment

• We actively identify customers who may need extra support, considering a wide range of circumstances.
• We assess needs through surveys, feedback, and partnerships with advocacy groups to ensure our services are relevant and effective.

Staff Training and Culture

• Our staff receive regular training on empathy, communication, and recognising signs of vulnerability.
• We foster a culture of respect, patience, and continuous improvement, ensuring every interaction is sensitive and supportive.

Partnerships and Community Engagement

• We collaborate with national and local organisations (e.g. National Energy Action, Citizens Advice Bureau, Royal National Institute of the Blind, Alzheimer’s Society) to improve our services and reach those most in need.
• We involve customers in shaping our policies and services through resident events and feedback forums.

Monitoring, Compliance, and Continuous Improvement

• We monitor the effectiveness of our support through regular reviews, customer feedback, and performance indicators.
• Our policies are reviewed and updated to reflect regulatory changes, best practice, and evolving customer needs.
• We are transparent with regulators and stakeholders, demonstrating our commitment to both compliance and meaningful support.

Our Promise

We are dedicated to upholding the dignity, rights, and wellbeing of every customer. By combining robust policies with a compassionate approach, we aim to set a new standard for customer care—ensuring that no one is left behind, and that every customer receives the support they deserve.

Ways to support our customers

• If you cannot read your meter, we will aim to send an engineer to read the meter to ensure your bills are accurate*
• For your safety, we offer a doorstep password scheme to help protect you from bogus callers.
• We regularly review your Direct Debit amount to ensure it matches your actual heating and hot water usage, so you only pay for what you use.
• All our staff receive training to support customers, with specialist teams—like our advisors and customer liaison officers—receiving extra guidance to help those with additional needs.
• If you need someone to help manage your account, you can nominate a trusted person through a power of attorney.
• We have dedicated schemes to support customers experiencing financial vulnerability or debt.
• We provide information in accessible formats, including Braille, large print, translated documents, and audio bills, so everyone can access their account details.
• We’ll give you advance notice of any planned work that might affect your services.
• We monitor our service quality through robust assurance schemes to ensure we’re meeting your needs.
• We offer practical financial help, including Payment Plans and Breathing Space, to support you during difficult times.
• If there’s a supply interruption, we’ll provide alternative heating solutions, such as temporary mobile heaters, and offer extra support throughout the incident**