The energy regulator Ofgem has published findings into the third of its series of ‘deep dives’ into how energy suppliers are helping customers this winter and beyond.
Many suppliers, they say,have already responded positively based on the feedback from the review.
Findings showed that, although some good practice was identified, all suppliers need to make further improvements
Severe weaknesses were found in five suppliers – Good Energy, Outfox, SO Energy, TruEnergy, Utilita,moderate weaknesses were found in five suppliers – E (Gas & Electricity), Ecotricity, Green Energy UK, Octopus and Shell and minor weaknesses were found in seven suppliers – British Gas, Bulb, EDF, E.ON, Ovo, Scottish Power and Utility Warehouse
Neil Lawrence, Director of Retail at Ofgem, said:
“From eligible customers who are missing out on free gas safety checks through to companies not identifying vulnerable customers to be offered obvious support on the Priority Services Register, this robust review has highlighted that suppliers need to do more to support consumers.
“We welcome the cooperation from suppliers and action taken so far, and, although we are seeing some very good practice in parts of the industry, we can see there is still much more to be done.
Most suppliers take the protection of vulnerable customers seriously and several good initiatives to support customers have been launched recently. While it’s encouraging to see the engagement on this Market Compliance Review, with some improvement actions already taking place, we’ve seen a number of failings across the board which need to be urgently addressed. It’s going to be a very challenging winter for everyone, and customers must be confident they are getting the help and support they need.
My message to suppliers today is simple- be proactive. Help your customers to know what support is available, and then deliver it.”
