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News

Energy UK responds to figures from Energy Ombudsman

Figures released by the Energy Ombudsman today reveal a 27% decrease in customer complaints compared to the same period in 2023. Dhara Vyas, Chief Executive, welcomes this as a positive step for the industry, saying:

Energy suppliers have invested in additional staff and training to cope with an increasing amount of customer enquiries, and alongside evidence from Ofgem customer satisfaction is improving, this is a clear signal of positive progress in the energy sector as it recovers from the crisis. Despite this, many households continue to face financial difficulties due to high energy bills and the broader cost-of-living pressures. Customer debt remains at a record high, and demand for support shows no signs of slowing.

“This winter, energy suppliers are once again committing to support customers, with over £500 million in assistance – including credits on bills or prepayment meters, expanded debt write-off schemes, and increased funding for charitable partners and organisations to target hard to reach customers. There is a need for a long-term strategy to better target support and ensure it reaches those who need it most and we welcome Government’s recent commitment to work cross-department ahead of winter 2025 to understand how to better use and share data to better target support at customers that need help.”