We are signed up to the Energy UK Vulnerability Commitment. This is a voluntary set of principles and commitments made by energy suppliers to support customers in vulnerable circumstances, in addition to existing industry regulations.<\/p>\n\n\n\n
Read more about the Vulnerability Commitment principles.<\/a><\/p>\n<\/div>\n\n\n\n There are several ways to manage your Good Energy account online. Through your online account and mobile app you can set up or change a Direct Debit, sign up to the Priority Services Register, request a refund if eligible, and more.<\/p>\n\n\n\n Our phone software improves our support call experience by surfacing relevant account information that can help us to answer your query quicker.<\/p>\n\n\n\n We are pleased to offer British Sign Language users the option of contacting us through a British Sign Language video interpreter through the InterpretersLive! service provided by Sign Solutions. You can use this service to contact Good Energy free of charge between 9am and 5pm, Monday to Friday.<\/p>\n\n\n\n Make a call through the InterpretersLive! website<\/a><\/p>\n\n\n\n Alternatively, you can make a call via the InterpretersLive! app, available to download for free from the Google Play App Store<\/a> or the Apple App Store<\/a>.<\/p>\n\n\n\n ‘Having trouble? <\/strong>Read the guide on making a call via InterpretersLive!<\/a>, find out more about device requirements<\/a>, or find out how to download and troubleshoot the InterpretersLive! app<\/a>.’<\/p>\n\n\n\n We can provide energy statements in Braille. You can request a braille energy statement by contacting support.<\/a><\/p>\n\n\n\n We can provide free extra support for those who need a hand to look after their energy account. Find out more about the Priority Services Register.<\/a><\/p>\n\n\n\n For those who have difficulty accessing or reading their meter, we can schedule quarterly meter reading visits and encourage the installation of smart meters, which send us the readings that we need automatically.<\/p>\n\n\n\n We\u2019re working hard to make sure Good Energy is a welcoming place to work for everyone. We encourage applications from people irrespective of background, circumstances, age, disability, ethnicity, religion or belief, gender identity or sexual orientation.<\/p>\n\n\n\n We want to ensure all candidates have a positive and accessible interview experience. If you require accommodations during the interview process, don\u2019t hesitate to contact us. Good Energy is a committed member of Inclusive Employers,<\/a> which gives our people access to a huge range of free resources and webinars to educate and inform on inclusive working practices.<\/p>\n\n\n\n This accessibility statement applies to the Good Energy website (goodenergy.co.uk<\/a>).<\/p>\n\n\n\n Our website is developed and maintained by Wholegrain Digital who strive to meet the Web Content Accessibility Guidelines 2.2 (WCAG 2.2)<\/a> AA Standard. Ensuring accessibility is an ongoing commitment as technology and guidance develop.<\/p>\n\n\n\n When browsing the website, you should be able to:<\/p>\n\n\n\n \u2022 use the zoom and font size set by your browser or device settings This accessibility statement applies to the Good Energy Online Account Web (account.goodenergy.co.uk) and the Good Energy Online Account App, which are accredited as accessible to WCAG 2.2 AA standard by the Shaw Trust Accessibility Services<\/a>.<\/p>\n\n\n\n Good Energy Online Account Web Accreditation Certificate <\/a><\/p>\n\n\n\n Good Energy Online Account App Accreditation Certificate<\/a><\/p>\n<\/div>\n\n\n\n Our digital services meet the Web Content Accessibility Guidelines 2.2<\/a> (WCAG 2.2) AA standard and follow ISO\/IEC 30071-1 code of practice<\/a> which helps us reduce or remove access barriers. <\/p>\n\n\n\n For example, that means you should be able to: We have also made written text as simple as possible to understand. <\/p>\n\n\n\n Find advice on how to make your device easier to use at AbilityNet.<\/a><\/p>\n\n\n\n We test all updates to the Good Energy online account or mobile app before making them public, to ensure they work for a range of devices, accessibility settings and tools.<\/p>\n\n\n\n Our digital product audits are carried out by a team of Accessibility Assessors at the Shaw Trust Accessibility Services<\/a>, who have first-hand experience of disability and use assistive technology to navigate the digital world. Their knowledge gives us an accurate view of what is and is not working so that we can improve accessibility for all customers.<\/p>\n\n\n\n Some parts of the online account and mobile app may not be fully accessible, and we are working on fixing them where possible. <\/p>\n\n\n\n You may find that: The colour combinations used in our online account and mobile app meet the WCAG 2.1 AA standard and avoid using color alone to share information.<\/p>\n\n\n\n The Good Energy online account and mobile app adjust to device size and zoom level. All text is above the minimum size for easy reading and can be made bigger using browser or device settings. Even at 200% zoom, the text stays readable and fits the screen.<\/p>\n\n\n\n You can navigate the Good Energy online account using a keyboard. Press the ‘Tab’ key to move through interactive elements, which will highlight to show your current selection. Press the ‘Enter’ key to activate the selected item, such as a link.<\/p>\n\n\n\n Pressing the ‘Tab’ key on any page of the Good Energy online account shows a ‘Skip to main content’ link at the top. This lets you jump to the main content without going through the menu, making navigation faster and easier.<\/p>\n\n\n\n <\/p>\n\n\n\n Every link in the Good Energy online account or mobile app clearly describes the purpose or where it will navigate to when clicked. This helps everyone, especially those with cognitive disabilities or using screen readers.For example, we say \u2018For guidance on how to do this, visit our guide on how to verify your electricity generation meter\u2019 instead of \u2018For guidance on how to do this, click here.\u2019<\/p>\n\n\n\n We also use an icon to communicate when a link opens in a new window.<\/p>\n\n\n\n <\/p>\n\n\n\n Some links will open a new layer on top of the page you are viewing in a popup. We use these for further information. These links have a dash underline and a question mark icon.<\/p>\n\n\n\n <\/p>\n\n\n\n All images that help to communicate content have alt text to describe their meaning. This helps users of assistive tools understand the content.<\/p>\n\n\n\n We use numbered steps or questions to guide people through a journey or process. This gives a clear view of the steps needed to complete it.<\/p>\n\n\n\n <\/p>\n\n\n\n Any data displayed in a graph is also available in table form. These tables can be understood by assistive tools.<\/p>\n\n\n\n If you find any problems not listed on this page or think we are not meeting accessibility requirements, please contact: accessibility@goodenergy.co.uk<\/a>.<\/p>\n\n\n\n![\"\"](\"https:\/\/www.goodenergy.co.uk\/wp-content\/uploads\/2026\/04\/Vulnerability-commitment-logo-2026.png\"){kind=logo}
<\/figure>\n<\/div>\n<\/div>\n\n\n\n
<\/p>\n\n\n\nContents<\/h2>\n\n\n\n
\n
Customer support<\/h2>\n\n\n\n
Online service<\/h3>\n\n\n\n
Accessible phone support<\/h3>\n\n\n\n
British Sign Language video interpreter<\/h3>\n\n\n\n
Braille energy statements <\/h3>\n\n\n\n
Priority Services Register<\/h3>\n\n\n\n
Careers support<\/h2>\n\n\n\n
Website<\/h2>\n\n\n\n
\u2022 zoom in up to 200% without the text spilling off the screen
\u2022 navigate the website using a keyboard or speech recognition software
\u2022 navigate the website using a screen reader (including the most recent versions of JAWS, NVDA, Talkback and VoiceOver)
\u2022 We have also made written text as simple as possible to understand. AbilityNet<\/a> has advice on making your device easier to use if you have a disability.<\/p>\n\n\n\nOnline Account and App<\/h2>\n\n\n\n
![\"Shaw](\"https:\/\/www.goodenergy.co.uk\/wp-content\/uploads\/2025\/01\/Shaw-Trust-Accessibility-Accrediation.png\")
<\/figure>\n<\/div>\n<\/div>\n\n\n\n
\u2022 use light or dark mode depending on your browser or device settings
\u2022 use the zoom and font size set by your browser or device settings
\u2022 zoom in up to 200% without the text spilling off the screen
\u2022 navigate the Online Account Web using a keyboard or speech recognition software
\u2022 navigate the Online Account Web and Online Account App using a screen reader (including the most recent versions of JAWS, NVDA, Talkback and VoiceOver
\u2022 skip to the main content of a page on the Online Account Web when using keyboard navigation<\/p>\n\n\n\nTesting<\/h3>\n\n\n\n
Auditing <\/h3>\n\n\n\n
\u2022 some links use non-descriptive text or do not notify of opening in a new tab
\u2022 dropdown menus can be difficult to navigate with a screen reader on iOS due to use of third-party components
\u2022 some keyboard navigation ordering can seem illogical on iOS as this is defined by the operating system
\u2022 the payment card inputs may not work well with screen readers due to the use of third-party components
\u2022 the feedback tab may not work well with screen readers due to the use of third-party components<\/p>\n\n\n\nHow Good Energy design and develop for accessibility<\/h2>\n\n\n\n
Colour<\/h3>\n\n\n\n
Responsive design<\/h3>\n\n\n\n
![\"The](\"https:\/\/www.goodenergy.co.uk\/wp-content\/uploads\/2024\/07\/responsive-design-v2-1400x788.png\")
<\/figure>\n\n\n\nKeyboard navigation<\/h3>\n\n\n\n
![\"Transactions\u2019](\"https:\/\/www.goodenergy.co.uk\/wp-content\/uploads\/2024\/07\/keyboard-navigation-v2.png\")
<\/figure>\n\n\n\nSkip to content button<\/h3>\n\n\n\n
![\"The](\"https:\/\/www.goodenergy.co.uk\/wp-content\/uploads\/2024\/07\/skip-to-content-button-v2-1.png\")
<\/figure>\n\n\n\nDescriptive link text<\/h3>\n\n\n\n
![\"The](\"https:\/\/www.goodenergy.co.uk\/wp-content\/uploads\/2024\/07\/open-in-new-tab-1.png\")
<\/figure>\n\n\n\n![\"A](\"https:\/\/www.goodenergy.co.uk\/wp-content\/uploads\/2024\/07\/futher-information-1.png\")
<\/figure>\n\n\n\nAlt text<\/h3>\n\n\n\n
Clear journeys<\/h3>\n\n\n\n
![\"An](\"https:\/\/www.goodenergy.co.uk\/wp-content\/uploads\/2024\/07\/numbered-steps-1.png\")
<\/figure>\n\n\n\nGraphs and tables<\/h3>\n\n\n\n
Feedback and contact information<\/h2>\n\n\n\n