Energy regulator Ofgem has found that 17 energy suppliers "need to do more" to support their vulnerable customers as they struggle with rising bills in the cost of living crisis.
The regulator reported "severe weaknesses" at five energy suppliers: Good Energy, Outfox, So Energy, Tru Energy and Utilita. They also found "moderate weaknesses" at E Gas and Electricity, Ecotricity, Green Energy UK, Octopus, and Shell, while their review found that seven others showed "minor weaknesses": British Gas, Bulb, EDF, E.ON, Ovo, Scottish Power and Utility Warehouse.
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."
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Lawrence acknowledged that Ofgem had found evidence of "most suppliers" launching many new initiatives in order to help vulnerable customers, he added that the regulator had seen "a number of failings across the board which need to be urgently addressed". The review looked at factors such as how suppliers identify and keep a record of vulnerable customers, whether they offer free gas safety checks, and how much information they provide to households.
The Ofgem director added: "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."
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."
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."
Utilita said: "Ofgem’s report does not represent where we are as a business today, nor does it acknowledge the significant progress we have made – and are making – since its initial assessment in early summer. As such, we look forward to seeing Ofgem’s updated report in the near future."
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