Ofgem has launched an investigation into the way that Utility Warehouse manages its customers who are in debt.

Ofgem will investigate whether the supplier has breached rules related to the way it manages these customers, particularly whether it puts in place appropriate repayment options for its indebted customers.

This includes whether it does enough to try and contact customers in or at risk of debt and to establish with them manageable repayment plans based on their ability to pay, as Ofgem’s rules require. It also includes whether they are installing pre-payment meters appropriately as a means of recovering debt from customers, particularly when they install them under warrant.

Ofgem says the opening of this investigation does not imply that there’s been any non-compliance by the supplier.


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