Ofgem orders energy suppliers to do more to support customers


Ofgem orders energy suppliers to do more to support cash-strapped customers

Almost all energy suppliers have been ordered by watchdog Ofgem to do more to support customers.

The regulator has also served Utilita and Scottish Power with provisional orders, which require them to take urgent measures. 

Both were rapped for setting repayments too high for those trying to clear debt.

Lack of support: Ofgem found some energy firms had failed to identify those who could not pay their bills. Others had ¿non-existent¿ policies to help hard-hit households

Lack of support: Ofgem found some energy firms had failed to identify those who could not pay their bills. Others had ‘non-existent’ policies to help hard-hit households

Ofgem also found some firms had failed to identify those who could not pay their bills. Others had ‘non-existent’ policies to help hard-hit households. 

British Gas was the only supplier to escape criticism. Dame Clare Moriarty, chief executive of Citizens Advice, says: ‘The review cements what struggling customers know: some energy companies fall short of the mark. 

‘This is unacceptable given the cost of living pressures people face.’

Jonathan Brearley, Ofgem’s chief executive, adds: ‘There are many pressures on energy companies but the needs of vulnerable customers must be a top priority.’

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