Five energy suppliers have been named and shamed by regulator Ofgem, accused of failing vulnerable customers as we go into the winter months.
There are currently only 23 energy companies trading after many collapsed last year, and the watchdog reviewed 17 of them, with each of them being told they needed to improve their practices. The companies were rated as having severe, moderate or minor weaknesses.
The five companies found to have severe weaknesses were Good Energy, Outfox, So Energy, Tru Energy and Utilita.
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As part of the review, the firms had to explain how they identify and keep records of vulnerable customers - and whether they had been added to The Priority Services Register, a record to ensure extra help is available to people who need it, including advance notice of power cuts, according to The Mirror.
Energy suppliers also had to explain to Ofgem whether they were offering free gas safety checks, if they were supporting vulnerable customers on pre-payment meters, and if they were providing appropriate information to customers.
Ofgem's director of retail Neil Lawrence said: "From eligible customers who are missing out on free gas safety checks through to companies not identifying vulnerable customers to be offered obvious support on the Priority Services Register, this robust review has highlighted that suppliers need to do more to support consumers. We welcome the cooperation from suppliers and action taken so far, and, although we are seeing some very good practice in parts of the industry, we can see there is still much more to be done."
He said that "most suppliers" take their responsibility to protect vulnerable customers seriously but added: "We've seen a number of failings across the board which need to be urgently addressed. It's going to be a very challenging winter for everyone and customers must be confident they are getting the help and support they need. My message to suppliers today is simple - be proactive. Help your customers to know what support is available, and then deliver it."
The full list is:
Suppliers with 'severe’ weaknesses
- Good Energy
- Outfox the Market
- So Energy
- Tru Energy
- Utilita
Suppliers with ' moderate’ weaknesses
- E (Gas & Electricity)
- Ecotricity
- Green Energy UK
- Octopus
- Shell
Suppliers with ' minor’ weaknesses
- British Gas
- Bulb
- EDF
- E.ON
- Ovo
- Scottish Power
- Utility Warehouse
Simon Oscroft, co-founder of So Energy, said: "Over the course of the last months and weeks, we have provided Ofgem with extensive additional information related to this review and we are disappointed that Ofgem has proceeded on the basis of incomplete information, and in a manner that may now cause vulnerable customers unnecessary concern. for the avoidance of doubt, So Energy has never switched a smart meter-equipped customer from credit to prepay without their knowledge and consent, and has an approach to customer vulnerability that is in line with our caring and honest values."
Read more:
- What is the DWP's Winter Fuel payment and who will get it? All you need to know as money set to land this month
- How and when you might get a cold weather payment this year
- Tumble driers, radiators and heated airers: Work out the best way to get your laundry dry amid the energy crisis
- Households worry £400 energy vouchers will be delayed due to postal strikes
- Changes to Warm Homes grant mean some miss out this year - list in full of who is eligible
