Annual Report on compliance with the Code of Practice for Consumers in Vulnerable Circumstances
February 2026
1. Annual Report on compliance with Code of Practice for Consumers in Vulnerable Circumstances
As part of the Code of Practice for Consumers in Vulnerable Circumstances, Evolve must publish an accessible version of their annual returns submitted to the Utility Regulator on compliance with the Code.
The details required have been set by the Utility Regulator and are consistent to allow comparison between companies.
This report is for the period 1st January 2025 to the 31st December 2025.
Required measure
List the training that has been provided (to include the teams it has been provided to and the date it was provided on).
Evolve progress
Evolve have obtained the BSI ISO 22458:2022 Consumer Vulnerability standard. This is an international standard on the design and delivery of inclusive services for vulnerable consumers. The standard covers organisational culture and strategy, inclusive design and how to identify and respond to consumer vulnerability.
During 2025, all Evolve teams received the following training:
• Bespoke training delivered by Advice NI: Assisting Vulnerable Energy Customers (January-March 2025)
• Internal training delivered on Evolve’s vulnerable customer policies and procedures, including identifying and responding to vulnerability (September 2025)
• Evolve’s vulnerability lead also attended a number of workshops and webinars relating to vulnerability, including Collaboration Network’s Regional Gathering, Designing for Disclosure and Trusted connections.
Please list the consumer body(ies) that you are in partnership with to offer warm handovers.
We have partnered with the following organisations who we can refer to you for further support, if needed:
• Advice NI
• NI Energy Advice
• Consumer Council
• Make the Call
All Evolve employees carry photographic identification when visiting homes. We are signed
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Required measure
Please include a list of the additional services available to your customers because of their age, disability, or chronic illness and/or who are represented by UR’s vulnerability definition.
Evolve progress
up to the Quick Check 101 scheme. We also have a password scheme that includes the password shared from their supplier’s Energy Care Register.
We provide the following additional services for consumers in vulnerable circumstances:
Evolve has a webpage on our website dedicated to how we support our customers: Supporting our customers.
We provide a printed version at time of initial connection and our engineering teams carry copies to provide during emergency calls if appropriate.
This outlines that we provide a flexible service to adapt to customers’ different needs to ensure they are treated fairly.
In order to provide this service, Evolve have the following processes in place:
• Training on recognising and responding to customers who need extra support.
• Identification carried by team members when visiting homes.
• Extra support flag that can note on customer’s account if there any extra support is needed for future interactions.
• Specialist team to help our team members with more complex circumstances.
• Energy care scheme promoted.
• Energy saving advice and grants information provided to support customers connecting to the gas network.
• Signposting to additional services when required, if another organisation may be better placed to support.
• Processes in place to prioritise homes that have an extra support flag(s) on their account during any interruptions to gas supply.
Please list which of the partnerships evidenced for RM 2.4 are applicable to this measure.
For vulnerable consumers who are experiencing affordability difficulties with their energy bills, we can refer you a consumer body who can assist you with a benefit entitlement check facility.
• Advice NI
• Make the Call
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Required measure
Please provide a copy of your research report. The research must have been conducted, reported on and published within the last two years. The same research and report can be applicable to meet this requirement for two subsequent years in a row.
Evolve progress
We conduct research and engage with consumers in vulnerable circumstances to help us understand how effective our processes are for vulnerable customers and to identify any ways we can improve.
Evolve will complete this research during 2026.