Millions of vulnerable households set to get relief on their energy bills after emergency measures are put in place by the Government and suppliers
- New measures mean vulnerable customers will be kept supplied
- The Government and suppliers agreed they will help people keep topped up
- Many will worry about paying their bills during the self isolation period
New emergency measures have been put in place within the energy industry to support vulnerable customers during the coronavirus pandemic.
Britain’s suppliers have joined with the Government to ensure that households across the UK will be able to keep the lights on whilst they are in self isolation.
Measures include ensuring that prepayment and pay as you go customers who cannot leave home can speak to their provider about staying supplied, steps that should benefit over four million households.
Other recommended precautions for vulnerable customers include sending someone else to top up their prepayment card, having a pre-loaded gas or electricity card sent to them in the post or having funds added to their credit.
Vulnerable energy customers will be protected under new measures by suppliers and the Govt
However, under the new rules, any energy customer in financial difficulty will be supported by their supplier.
This could include having debt repayments and bill payments reassessed, reduced or paused where necessary, while disconnection of credit meters will also be completely suspended.
Ofgem, the energy watchdog, also recommends consumers leave the meter box unlocked if they need someone else to top up the meter.
Smart meter customers should be able to top-up remotely, such as by phone, mobile application or online.
The industry agreement was signed by all UK domestic suppliers and comes into force today.
Secretary of State for Business and Energy, Alok Sharma, said: ‘The government has committed to do whatever it takes to get our nation through the impacts of this coronavirus pandemic.
‘Today those most in need can rest assured that a secure supply of energy will continue to flow into their homes during this difficult time.’
The government and energy suppliers will prioritise existing customers most in need, while also identifying customers whose circumstances may have changed as a direct or indirect result of the coronavirus.
Customers that are unable to top up their pre-payment meter are advised to contact their supplier immediately to discuss how they can be kept on supply.
Providers will ensure that customers will maintain their energy supply despite the coronavirus
Chief executive of Energy UK, Audrey Gallacher, said: ‘The sector is very conscious of the potential consequences for customers confined to their homes for prolonged periods and in particular those customers in vulnerable circumstances or on prepayment meters who may need additional help.
‘Suppliers will be doing all they can to identify such customers and provide additional support wherever possible.’
Meanwhile, Ofgem will continue to ensure suppliers meet their regulatory obligations, although the Government has said it realises this will be a difficult time for some suppliers.
Ed Dodman, director of regulatory affairs at the Energy Ombudsman, said: ‘We welcome all efforts by the energy sector to support consumers – particularly those in vulnerable circumstances or who need extra support – during these unprecedented times.
‘As the ombudsman we are operating as normal, with employees working remotely. We continue to accept new complaints and investigate existing cases, with all of our usual contact channels remaining open.
‘We are in close and regular contact with Ofgem, Citizens Advice, energy suppliers and other stakeholders regarding the coronavirus. We are determined to play our part in supporting consumers and the industry throughout this crisis.’
Natalie Hitchins, Head of Homes Products and Services, Which?, adds: ‘Hardup energy customers will breathe a sigh of relief that these new emergency measures will protect them from steep bills and losing their energy supply during these uncertain times.
‘If you are worried about your ability to pay your energy bill because of the impact of coronavirus on your circumstances, it’s important to talk to your supplier as soon as possible to discuss your situation and find out what kind of support they can offer you.’
Household bills are expected to increase for many during self isolation with Uswitch revealing the average household will use an extra 15 per cent of energy and 20 per cent more gas – increasing bills by £155 a year.
EDF is already tackling the issue by offering its customers delayed payments or alternative payment arrangements, helping those who will struggle to pay their bills due to the increased prices.