Important notice
Our systems are undergoing planned maintenance from Friday 7 – Sun 9 November. During this time you may be unable to access our websites and apps. However, Keypad customers will still be able to top-up online. We apologise for any inconvenience.
The aim of the charter is to provide enhanced protections to consumers during the winter (between 1 November 2025 and 31 March 2026).
The inclusion of voluntary commitments allows us to review and be responsive to consumer needs each year and to implement these changes quickly. Mandatory commitments would put this flexibility at risk. This is because mandatory measures are implemented via changes to supplier licences and this can only take place after a lengthy consultation process.
Within the charter, we also highlight the supports that suppliers provide to consumers all year round to raise awareness of these protections.
Still have questions?
Our team of energy experts would be happy to answer any questions. We’re here to help.
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Mandatory fields
