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Energy UK details suppliers’ customer support schemes

Energy UK has detailed a range of support schemes and initiatives that have been put in place by suppliers to help customers at a time of sharply rising bills.  

As well as building on existing industry schemes like the Warm Home Discount and Energy Company Obligation and increasing the help already provided through payment holidays, amended repayment plans and emergency credit, suppliers are also expanding customer support teams; providing extra training to frontline staff to help callers; working closely with partner charities and consumer groups; and increasing their own support funds and grant schemes – as well as those run by partner charities.

Full details on the help being provided by ten different suppliers is available in this briefing.  

In addition to the above initiatives, eleven of the largest energy suppliers are signatories to Energy UK’s Vulnerability Commitment pledging to improve services they provide to those most in need.  

However, with bills predicted to increase steeply later this year after Ofgem announces the latest price cap rise on Friday – and further rises to follow in 2023 – demand for support will outstrip the help available through the schemes outlined above. Energy UK last week wrote to the Chancellor outlining its proposals for helping customers with energy bills over this winter and beyond.       

Dan Alchin, Energy UK’s Director of Retail, said:

“Suppliers have been increasing the amount of support, on top of that which they already provide to customers, as well as working closely with charities and consumer groups who can provide specialist help to those who need it. Any customer who is struggling to afford their bills should contact their supplier to see if they can benefit from any of the help on offer.

“At the same time, the industry knows this will be nowhere near enough given the amount of customers who will be left struggling by the predicted rise in bills, which is why we need the Government to step in and help further.”