Credit, Collections & Insolvency News
New rules which mean that energy suppliers will now have to help struggling customers with their energy bills have now come into effect.
Energy regulator says the new rules will make it easier for domestic customers to contact their supplier, help provide support for domestic customers who are struggling with their energy billsand compel suppliers to publish information on their customer service performance, as measured by Citizens Advice.
Speaking in October when the changes were announced, Jonathan Brearley, CEO of Ofgem, said “With recent global events increasing pressure on gas prices, it’s likely that bills will rise further.”
“This is why the industry needs to do all it can to ensure good customer services and provide help with managing debt, especially for the most vulnerable.”
“In the last year, we have seen some good examples of suppliers stepping up their support for customers. However, despite this, the feeling of those on the frontline working with vulnerable households is that more still needs to be done.”
“Long wait times to speak to someone on the phone. Letters not replied to. Lack of empathy for people’s personal circumstances. This needs to change and today we are setting out our expectations of suppliers this Winter, and how they will be held to account to ensure consumers can get hold of them more easily.
“In particular for vulnerable customers, we expect more proactivity and a more sympathetic response.”
Gillian Cooper, Director of Energy at Citizens Advice, said “As winter sets in, and with the UK energy price cap set to rise by 5% in January, more people will need to contact their energy supplier, be it to seek support or to query a bill.”
“By requiring suppliers to display their Citizens Advice star rating we hope companies are encouraged to improve their customer service quickly when we identify issues.”
“If anyone is unhappy with their supplier then check the star rating, as there might be something better out there.”