Energy and water firms to share details of vulnerable customers

LONDON: Energy and water firms are to share details of vulnerable customers signed up to the Priority Services Register (PSR) to provide faster support.

The sectors’ regulators Ofgem and Ofwat said the move would cut the burden on households to disclose their circumstances to multiple organisations across the two sectors.It means some of the most vulnerable households across the UK will receive help offered by energy suppliers, water companies and network operators – including priority support in an emergency and advance warning on planned energy or water supply interruptions – even if only one organisation holds the required information about their circumstances. So far, all distribution network operators and water companies have made the necessary changes to begin sharing the data, while eight energy suppliers covering 85% of consumers have also completed the change.

Ofgem chief executive Jonathan Brearley said: “The data sharing progress we have seen in the energy and water sectors demonstrates what is possible, but we know more can be done. We need a ‘tell us once’ model that operates across multiple sectors, so people are supported holistically. “We’ll continue to work closely with government, consumer groups and charities, and industry to make sure we are there for vulnerable consumers, this winter and beyond.”

David Black, chief executive of Ofwat, said: “The challenges posed by the cost-of-living crisis are not going away, and every effort is required to make sure those who need extra help are given the support they need.”