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The Guardian - UK

Business

Alex Lawson

UK energy suppliers to set up dedicated phone lines for vulnerable households

A domestic energy smart meter measuring gas and electricity usage in a home. — Ofgem will launch a consultation with suppliers on methods to improve their service. Photograph: Christopher Thomond/The Guardian

Energy suppliers will be forced to offer vulnerable households dedicated phone lines in a drive by the regulator Ofgem to improve poor treatment of the most disadvantaged customers.

The regulator is planning a crackdown on suppliers’ conduct after a slump in customer service during the energy crisis with long call waiting times and difficulty contacting companies.

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