Crucial support available from energy providers you should know about
Ofgem recently warned that most of the UK’s energy suppliers need to make improvements to meet their obligations to support customers struggling to pay their bills. The energy regulator said all bar one of the gas and electricity providers need to improve processes and governance to protect customers with payment difficulties.
Ofgem said it uncovered failures in companies being able to identify customers in payment difficulty and a lack of help given to those needing crucial payment plans, while others had a ‘non-existent’ policy relating to struggling customers. British Gas was the only supplier found not to have any significant issues.
Support your energy supplier can offer Les explains: “The most important step to take if you feel you cannot afford your energy bill is to contact your supplier as they are obliged to outline your options, such as organising a payment plan.” What can my supplier do if I cannot pay my bill? Les explains: “Your supplier is obliged to give you at least 28 days to repay any debt you fall into before they take action. After this point, your supplier can take steps to install a prepayment meter in your home but they have to give at least seven days notice.”
Your provider is also obliged to move your prepayment meter to a more accessible location if you are struggling to access it. For example, if you are disabled or have limited mobility and the prepayment meter has been installed out of your reach.
Danmark Seneste Nyt, Danmark Overskrifter
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