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Energy UK responds to Ofgem’s Market Compliance Review

Responding to Ofgem’s review of how energy suppliers help customers in payment difficulties, Energy UK’s Director of Advocacy, Dhara Vyas said:  

“The steep rise in energy bills over the past year has led to a big increase in the number of customers struggling to pay their bills and seeking help from their suppliers. Ofgem’s report has found only minor or moderate issues with the majority of suppliers – who are now working with the regulator to address these. Many suppliers have been putting in extra measures to support customers over recent months and in addition to that, signatories to Energy UK’s Vulnerability Commitment have been going above and beyond their existing obligations, doing more to identify and get help to people who need it the most. Recent hearings with these suppliers have highlighted how they’ve sought to actively reach out and offer help, partnered with charities and consumer advice bodies to supplement the financial assistance on offer and increased training for frontline staff so that they are fully equipped to help those customers facing difficulties.”                        


For more information: 

Vulnerability Commitment Good Practice Guide 2022

Customer Service Good Practice Guidance 2022