New research from Citizens Advice shows that 2.1million households are behind on their energy bills, 600,000 more than in February.
The charity’s research also reveals a quarter of all energy customers – that’s up to seven million households – worry they won’t be able to pay their bill this winter.
According to data the charity has obtained from large and medium energy suppliers, the size of debts is significant. The average amount owed by those who haven’t come to a repayment arrangement with their supplier is £760 for electricity and £605 for gas.
The charity’s research shows that on the whole, the support that has been put in place by suppliers to help customers is working relatively well for those who have been able to access it.
59% of people in financial difficulty who spoke to their supplier said the support options they were offered were helpful – just 16% disagreed.
As people struggle to pay their bills, customer service and being able to access support from suppliers will be more crucial than ever. The charity is urging energy suppliers to maintain customer service standards as well as continuing to provide support to their customers as we enter the coldest months of winter.
Alistair Cromwell, Acting Chief Executive of Citizens Advice, said:
/p> Alistair Cromwell, Acting Chief Executive of Citizens Advice, said:
“The government and the energy industry have put in place significant measures to support people’s incomes and help those struggling with their bills. This has made a real difference to many, but this effort will be undermined if people can’t get through to their suppliers and access that support in the first place.
“We’re heading into the coldest months of the year and the full financial impacts of the pandemic are still to be felt. Maintaining high customer service standards is more critical than ever in order to make sure energy customers who get into difficulty can access the support they need.”
