In the wake of skyrocketing prices, energy regulator Ofgem has issued a warning to all UK energy suppliers when it comes to providing support for their customers.
In the report by the regulator, only British Gas was found to be providing sufficient support to their energy users. Energy bill experts at Bionic have come up with a short guide to help customers find the support they are entitled to from their suppliers.
Read on below to hear from Les Roberts, a content manager at Bionic, on all the advice aimed at gas and electricity customers in the UK.
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What support does an energy supplier have to provide?
Les Roberts said: "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."
Under official Ofgem rules, your provider must organise an affordable payment plan and as part of this, consumers have the right to ask for a bills review to see if the amount is correct, a break from payments until you can afford to pay, a reduction to an affordable rate, access to advice on how to reduce energy usage or more time between payments.
He added: "Your provider must also give you access to any available hardship funds, charitable grants or help you apply for any available government grants if they have not been automatically applied.
"One such example is the Cold Weather Payment, which is available once the temperature drops below a certain level, and you are state pension age or claiming Universal Credit/ Jobseekers Allowance."
What does my supplier have to do if I can't pay my bill?
According to Bionic, every energy 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 7 days notice.
Les explained: "However, the prepayment meter should be a last resort. Your provider should first offer you a repayment plan or help to set you up with a repayment plan through your state benefits.
"Do note that if all the above conditions are met and your supplier does supply you with all the above assistance and you still refuse to pay, they do have the right to gain a warrant to enter your home and install a prepayment meter or they could change your smart meter setting to a pay-as-you-go set up."
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.
What should I do if my provider isn't giving me the right support?
Bionic has advised that customers should find their energy providers contact details - which will be online or on their latest energy bill - and file a complaint. They should also make sure to:
- Keep a record of any past correspondence
- Contact Citizens Advice who could help with the complaint
- Go to the Energy Ombudsman - which is a service that handles disputes
If you cannot come to an agreement with your provider they are obliged to help you contact the Energy Ombudsman. This service is approved by Ofgem.
There is also extra support available for those needing priority services, who are at the most vulnerable of society. Les added: "If you are classed as a ‘vulnerable’ individual, for example if you are disabled, chronically ill, have reached state pension age, are pregnant or mentally unwell, you should be able to access priority services from your energy network.
"Bear in mind that your energy network is different to your energy provider. Whilst your provider sends you a bill, your network supplies the energy in your area. Find out who the network is in your area and apply for priority services using a form on their website.
"Priority services your network might be able to provide include sending someone to check your meter regularly if you are unable to and providing you with hot meals if you have regular power cuts."
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