Responding to joint letter from consumer groups on energy bill support vouchers for traditional prepayment customers, Energy UK’s Deputy Chief Executive, Dhara Vyas said:
“Suppliers are doing everything possible to ensure that the vouchers are reaching customers and will make repeated attempts using the channels – such as text, email, phone or post – and contact details available to them. The energy industry has also been looking to raise awareness of the scheme and encouraging customers to redeem the vouchers once they have received them, by working with outlets like the Post Office and Paypoint as well as consumer groups like Citizens Advice (more information here).
“Customers with traditional prepayment meters are advised to ensure their contact details are up to date and to check regularly for any communication from their supplier. Anyone worried about missing their vouchers or struggling to pay their bills should get in touch with their energy supplier. With more customers seeking more help than ever before, call centres are inevitably very busy so we’d urge callers to keep trying and use different communication methods if they are able to. Customers with smart prepayment meters should be aware that they are receiving the support automatically without any need for vouchers.”