Ofgem says energy suppliers must help customers

Ofgem called on all energy suppliers to help improve the quality of life for vulnerable customers last Monday, one week after proposals for new price controls were announced.

Chairman Sir John Mogg also called on government and industry to work together, utilise and promote the measures and schemes available and ensure that homes were as warm and comfortable as possible.

The regulator recently commissioned Mori to conduct research on the public’s awareness of the energy-efficiency help and support available from suppliers. The research showed 44% of customers were aware such support was available and only 18% had used it. The research also showed 74% of vulnerable customers surveyed were unaware of the Priority Service Register, which permits free services from electricity and gas suppliers that include frequent meter readings.

Supply companies have committed to improving the way they bill customers and Sir Mogg has urged them to set a clear timetable for their efforts. He said: “Accurate and timely information through better billing is key to helping customers avoid debt and make better choices about their energy use. Industry has committed to improve billing and I want to see companies deliver on this.”

Areas where Ofgem wants to see improvements include awareness and take-up of the Priority Service Register; better targeting of energy-efficiency support; innovative ‘social’ tariffs targeted at the vulnerable; the provision of benefits entitlement checks; and development of innovative payment methods that minimise the risk of getting into debt.

Ofgem’s announcement follows the launch of the Ofgem/energywatch “Energy Smart” campaign, launched on 22 November by energy minister Michael O’Brien, as reported in Extra (issue 77).