Most of the UK’s energy suppliers need to make improvements in processes and governance to meet their obligations to support customers in payment difficulties, energy regulator Ofgem has announced
Three suppliers,TruEnergy, Utilita and ScottishPower were found to have severe weaknesses in how they support customers in payment difficulties as part of Ofgem review while five suppliers,E, Good, Green Energy, Outfox and Bulb were found as having some issues in the support they provide, and all of those identified have been asked to submit information to Ofgem, to set out how they will improve.
Jonathan Brearley, Ofgem CEO, said:
“This winter will be challenging, especially for those struggling to pay their energy bills. Although the government’s package of support will provide some welcome relief, it’s critical that, going into this tough winter, energy companies prioritise the needs of vulnerable customers struggling to pay their bills.
“We have reviewed suppliers on how they help customers who are having trouble paying their bills, particularly those who are vulnerable, and found some suppliers have fallen short of the standards Ofgem expects. We accept that there are many pressures on energy companies in the market this Winter, but the needs of vulnerable customers must be part of their top priorities. We will now work with companies on where they can improve, and I all urge all suppliers to step up to the challenge.”
