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Ofgem: Ofgem strengthens protections for customers struggling with energy bills this winter

Posted: Wed Nov 18, 2020 4:18 pm
by AngelaE ... lls-winter
  • New protections come into effect on 15 December
  • Suppliers will have to provide more support for customers struggling to pay their energy bills and extra help for prepayment customers
  • Those in financial distress will get some breathing space but ultimately all customers need to pay for the energy they use
Ofgem has today confirmed plans to strengthen protections for customers who are struggling to pay their energy bills this winter. Following a consultation in June, Ofgem is introducing new licence rules for suppliers from 15 December.

One will require suppliers to offer emergency credit to customers struggling to top up their prepayment meter, many of whom are likely to be in vulnerable circumstances.

This could be because they temporarily cannot afford to top up or get to their local shop to top up because of a mobility issue or due to self-isolation for example.

Suppliers will also have to offer extra prepayment credit for households in vulnerable circumstances to provide more breathing space while working out alternative arrangements to pay.

These requirements will help reduce the number of prepayment customers who go without energy or “self-disconnect” after running out of credit on their meter.

For further information: ... lls-winter