UK households stick with the same energy supplier for an average of four years, according to new research from comparethemarket.com. This equates to many households, on average, overpaying on their energy bills by £1,232**. For some families, the overpayment could be even greater. comparethemarket.com found that nearly a third (30%) have been with their provider for five years…

Two small energy suppliers have left the big six energy companies trailing when it comes to customer satisfaction according to a new survey by Uswitch.com. Challenger supplier Octopus Energy, which launched in 2016 and is included in the report for the first time, takes first place for overall customer satisfaction with a score of 96%.…

Ofgem has launched an investigation into Energy company Iresa’s customer service processes. The investigation will examine whether Iresa broke rules relating to customer information and customer contact. This includes examining whether they treated customers fairly in their call handling and complaints processes, gave indebted customers sufficient notice that they were taking a debt repayment out of…

In response to the Business, Energy and Industrial Strategy (BEIS) Select Committee pre-legislative scrutiny of the draft Domestic Gas and Electricity (Tariff Cap) Bill, Gillian Guy, Chief Executive of Citizens Advice, said “As this report makes clear, both loyal and vulnerable energy customers have been the victims of a dysfunctional market and have been ripped…

Collections specialist Grosvenor Services Group has announced two new appointments to its team. Russell Brewin has been brought on board as head of field operations, whilst Keigley Griffiths has been appointed as a new account manager. Brewin has 21 years’ of industry experience at NPower, where he was responsible for field operations, debt collection and…

The government has launched a consultation asking for views on amending the Digital Economy Act to bring in data-sharing measures that could help bring down the bills of those most at risk of fuel poverty. The consultation will explore the use of powers which would allow the sharing of information between public authorities and energy…

Trade association Energy UK has launched a new independently-chaired commission which will hold hearings across the UK over the coming months to hear from consumer, elderly, disability and mental health groups as well as experts on financial vulnerability. It will consider how vulnerability affects a customer’s ability to engage with the energy market and how…

Almost 1 million vulnerable households on poor value deals will make big savings on their energy bills from this month after Ofgem extended the prepayment safeguard tariff. Customers will initially make annualised savings of around £115 on average because suppliers have to cut their prices to below the level of the safeguard tariff cap. These…

Dŵr Cymru Welsh Water has announced increased support to help fund lower bills for low-income households over the next year to £7 million. The £7 million of additional funding covers the company’s flagship social tariff, HelpU, and other support to build on a large number of low-earning customers already accessing support to pay their bills…

Ofgem has launched an investigation into the consumption information that Ovo Energy gave some of its customers. This includes the estimates the supplier gave customers about how much energy they used during winter 2016-17 and the accuracy of the annual consumption figures that it gave to customers in their annual statements. The investigation will examine…

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