EDF Energy and ScottishPower are the leaders when it comes to finding ways to help consumers avoid fuel debt and disconnection, according to an independent report commissioned by consumer watchdog energywatch and energy regulator Ofgem.
The report measures suppliers' progress against guidelines to prevent debt and disconnection, published by the two organisations in 2003. In late 2004, Sohn Associates were commissioned to assess suppliers’ progress in the areas of minimising billing errors; using incoming calls to identify consumers in difficulty; using consumer records to target energy efficiency improvements; demonstrating flexibility in debt recovery; offering sustainable solutions to consumers in extreme hardship; and helping consumers who are unable to manage their own affairs.
Aside from praising all companies for developing initiatives and improvements, the report recommends that all suppliers:
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