Utility Warehouse Join Charter to Protect Vulnerable UK Users in Digital Phone Switch

Energy and communications provider Utility Warehouse (UW), which offers broadband, mobile, energy and insurance services to UK consumers, has become the latest telecoms provider to sign the Government’s Public Switched Telephone Network Charter – committing them to protect “vulnerable customers” (e.g. those with telecare devices) when upgrading old phone lines to IP-based digital equivalents.

Just to recap. During 2024 the big legacy phone switch-off was delayed from the end of 2025 to 31st January 2027 in order to give broadband ISPs, phone, telecare providers, councils and consumers more time to adapt (details). The main focus of this delay was the 1.8 million UK people who depend upon vital home telecare systems (e.g. elderly, disabled, and vulnerable people), which aren’t always compatible with digital phone services.

The industry-led shift to digital phones is being driven by two major changes, including the looming retirement of copper lines in favour of full fibre (FTTP) broadband (inc. future exchange closures) and the fact that reliability of the old network is in decline (i.e. it’s becoming harder for operators to source parts and skills for older technologies). Not to mention that it is not economically feasible to maintain both the old and new networks long term for only a few users.

The previous government had already responded to concerns over the digital phone switch by establishing a special charter (there’s also a variant for wholesale providers), which committed providers to protecting vulnerable customers during the migration via various measures (e.g. ensuring battery-backup and preventing forced switches, unless the users are ready).

The new government has since built on all this (here) via their Telecare National Action Plan (TNAP), but the original PSTN Charter still forms part of this effort and has added a number of new signatory providers over the past few months.

The most recent addition this week is Utility Warehouse, although the charter is also supported by Ogi, BT (inc. EE, Plusnet), Virgin Media and O2, Sky (Sky Broadband), TalkTalk (Consumer), Vodafone, KCOM, Zen Internet, Broadband for the Rural North (B4RN), Immervox and Digital Space.

Commitments for Signatories to the PSTN Charter

1. We will not undertake any non-voluntary migrations to digital landlines, until we have full confidence that we are taking all possible steps to protect vulnerable people through the migration process.

2. No telecare users will be migrated to digital landline services without us, the customer, or the telecare company confirming that they have a compatible and functioning telecare solution in place.

3. Where battery back-up solutions are provided, we will work to provide solutions that go beyond the Ofcom minimum of 1 hour of continued, uninterrupted access to emergency services in the event of a power outage.

4. We will collectively work with Ofcom and government to create a shared definition of ‘vulnerable’ customer groups that require greater support, specific to the digital landline migration.

5. We will conduct additional checks on customers who have already been non-voluntarily migrated to ensure they do not have telecare devices we were unaware of, and if they do, ensure suitable support is provided.

The move may, at first, seem a little odd for Utility Warehouse as they don’t currently have a digital phone product on their FTTP broadband packages. But it makes more sense when you consider that they’re currently gearing up to launch a VoIP (Voice over Internet Protocol) based home phone product (here) for customers during the second half of 2026 (H2 FY26).