British energy regulator says companies are failing vulnerable customers
22/11/2022 11:07
LONDON, Nov 22 (Reuters) - Britain's energy regulator
said on Tuesday many firms are failing to do enough to help
vulnerable customers this winter.
Rocketing wholesale energy costs following Russia’s invasion
of Ukraine have led to record high household energy bills,
adding to inflation and a cost of living squeeze.
The government has introduced a price guarantee, subsiding
bills to make sure the cost of an energy bill for a household
using an average amount of energy does not go above 2,500 pounds
($2,964) a year, but this sill almost double the cost of an
average bill last winter.
In total, regulator Ofgem said 17 firms, making up the bulk
of the market, needed to do more to help vulnerable customers
cope with the unprecedented rises.
“What we're seeing across the board, I'd say, is the need
for improvement,” Ofgem CEO Jonathan Brearley said on BBC radio.
“We've got stories where customers have been left in
incredibly difficult circumstances. So, for example, an elderly
gentleman was simply cut off through the smart prepayment meter
and left for almost two weeks without power,” Brearley said.
Ofgem identified five firms with severe weaknesses such as
inadequate data and policies including Good Energy, Outfox, SO
Energy, TruEnergy and Utilitia.
SO Energy said it took its responsibilities to vulnerable
customers extremely seriously, that Ofgem's findings were based
on incomplete information and that it had provided extensive
additional information to the regulator. The other companies
could not immediately be reached for comment.
Moderate weaknesses, such as not having sufficient training
for staff were found at five other companies.
Ofgem said some firms' failings also included not
identifying vulnerable customers in need of support and eligible
customers missing out on free gas safety checks.
Britain’s National Grid warned last month homes could face
three-hour long power cuts if it does not have enough gas and
electricity imports.
Vulnerable customers, particularly those who reply on power
for medical equipment, should register with their suppliers to
make sure they are on a Priority Services Register to ensure
they receive extra help if power cuts are needed, Ofgem said.
($1 = 0.8436 pounds)
(Reporting by Susanna Twidale Additional reporting by Kylie
MacLellan
Editing by Mark Potter)
((susanna.twidale@thomsonreuters.com; +44 207 5424753;))