Energy regulator Ofgem has issued a warning to energy providers, stating that most UK providers do not meet the requirements expected of them in terms of supplying support to consumers struggling to pay their energy bills in the wake of skyrocketing prices. Only British Gas was found to supply sufficient support in the report.
But what support should your provider actually be supplying you with as a consumer? Business energy bill experts, Bionic, have produced this short guide which enables consumers to check if their provider is doing enough and how they can demand more support. Les Roberts, content manager at Bionic, has provided the below advice:
"What Support Does Your Provider Have To Give You?
The most important step to take if you feel you cannot afford your energy bill is to contact your supplier as they are obliged to outline your options, such as organising a payment plan.
Under official Ofgem rules, your provider must organise an affordable payment plan and as part of this, consumers have the right to ask for a bills review to see if the amount is correct, a break from payments until you can afford to pay, a reduction to an affordable rate, access to advice on how to reduce energy usage or more time between payments.
Your provider must also give you access to any available hardship funds, charitable grants or help you apply for any available government grants if they have not been automatically applied. One such example is the Cold Weather Payment which is available once the temperature drops below a certain level and you are state pension age or claiming Universal Credit/ Jobseekers Allowance.
What does my supplier have to do if I can't pay my bill?
Your supplier is obliged to give you at least 28 days to repay any debt you fall into before they take action. After this point, your supplier can take steps to install a prepayment meter in your home but they have to give at least 7 days notice.
However, the prepayment meter should be a last resort. Your provider should first offer you a repayment plan or help to set you up with a repayment plan through your state benefits.
Do note that if all the above conditions are met and your supplier does supply you with all the above assistance and you still refuse to pay, they do have the right to gain a warrant to enter your home and install a prepayment meter or they could change your smart meter setting to a pay-as-you-go set up.
Your provider is also obliged to move your prepayment meter to a more accessible location if you are struggling to access it. For example, if you are disabled or have limited mobility and the prepayment meter has been installed out of your reach.
Extra Support For The Vulnerable (Priority Services)
If you are classed as a ‘vulnerable’ individual, for example if you are disabled, chronically ill, have reached state pension age, are pregnant or mentally unwell, you should be able to access priority services from your energy network.
Bear in mind that your energy network is different to your energy provider. Whilst your provider sends you a bill, your network supplies the energy in your area. Find out who the network is in your area and apply for priority services using a form on their website.
Priority services your network might be able to provide include sending someone to check your meter regularly if you are unable to and providing you with hot meals if you have regular power cuts.
What Should I Do If My Provider Isn’t Giving Me Sufficient Support?
Find your energy provider’s contact details either online or on your latest energy bill and file a complaint with them, either online, by phone or letter. Make sure to keep a record of any past correspondence, such as emails asking for support which went unanswered. Keep a record of correspondence dates so you can prove you have been left without an answer.
You can also contact Citizens Advice who may be able to help you with your complaint and provide you with a template complaint letter.
You can also go to the Energy Ombudsman, a service which handles disputes between providers and consumers, if your complaint has been unanswered, or you are not satisfied with the reply after 8 weeks. If you cannot come to an agreement with your provider they are obliged to help you contact the Energy Ombudsman. This service is approved by Ofgem."
