Responding to the Citizens Advice energy star rating report, Energy UK’s Director of Advocacy, Dhara Vyas said:
“Rising energy prices and the ongoing effects of the cost-of-living crisis mean more people than ever are contacting their energy supplier for help and advice. Over the past few months, these companies have experienced unprecedented call volumes and record-breaking traffic to their customer support services.
“Energy suppliers have invested hundreds of millions of pounds to support people since the beginning of the pandemic, providing financial relief to those who need it most. More recently, they have increased these commitments by diversifying their communication channels to provide easier access to support, training up thousands of newly employed customer service specialists and partnering with third-party organisations and charities.
“Most suppliers, covering 80% of customers, have also signed up to Energy UK’s Vulnerability Commitment and pledged to improve the services they provide to those most in need – despite the ongoing challenges.
“The latest analysis from Citizens Advice clearly shows that more needs to be done and Energy UK is working with industry, the regulator and consumer groups to share best practice and ensure people get the help they need throughout the crisis.”