Good Morning Britain became tense as Richard Madeley tried to get answers from an Ofgem worker today.
Regulator Ofgem said that a review had identified “severe weaknesses” at five suppliers: Good Energy, Outfox, SO Energy, Tru Energy and Utilita. But, in total, 17 providers have been criticised by the regulators for not helping vulnerable customers.
Appearing on the breakfast TV show director of retail of Ofgem, Neil Lawrence, explained where the suppliers are going wrong. He said: "Providers should be checking and recording which customers are in a vulnerable situation."
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The GMB guest added: "Even if customers don't volunteer that information, agents should be trained to spot the signs of vulnerability. Then they can provide access to all of the support that should be available to those customers. They could be eligible for things like the priority service register, which offers additional support, customers in need and free gas and safety checks."
Richard Madeley asked if customers can contact Ofgem directly about any issues as many can't get through to their suppliers. Neil replied: "Customers can contact us but our advice is that customers contact their supplier..."
But the TV presenter cut him off as he said: "No, you don't seem to understand this. Yet it is in your report." He held his head in his hands as he shook his head before adding: "The suppliers won't take the calls so that's why Susanna is suggesting that these people turn to you - the regulator."
Neil said: "In the first instance what we want suppliers to do is to resolve this situation. If the customer is in difficulty, the first thing they should do is contact their supplier."
The report found “moderate weaknesses” at suppliers E (Gas & Electricity), Ecotricity, Green Energy UK, Octopus and Shell. It said that seven others had shown minor weaknesses: British Gas, Bulb, EDF, E.ON, Ovo, Scottish Power and Utility Warehouse.
Rocio Concha, Which? director of policy and advocacy, said: “It’s hugely concerning to see Ofgem has found that so many energy firms are falling short on the support they provide to their most vulnerable customers. Energy firms must urgently up their game and do everything they can to support their customers through this crisis, especially those most in need.”
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