Ofgem and Energy Suppliers urged to assist most vulnerable during Coronavirus Pandemic
Ofgem and energy suppliers have been urged to assist consumers using pre-paid electricity and gas meters as well as the most vulnerable during the coronavirus pandemic.
Pre-paid meter users most vulnerable
With new measures introduced by the government urging people to avoid all but necessary travel many people with pre-paid meters are concerned over their ongoing energy supply.
Up to 4 million families are currently on pre-paid meters and most of the payment cards require a trip to a local shop to top them up with credit.
The current Liberal Democrat leader Sir Ed Davey has reportedly written to Ofgem calling for the regulator to protect those vulnerable consumers.
“At a time when thousands of families face the very real prospect of self-isolation- not least individuals who live alone and may not have reliable family or friendship networks- we risk a situation where people who run out of credit are unable to heat their homes or are forced to go out whilst unwell, jeopardising the health of others,” he said.
Sir Davey also questioned what action Ofgem was asking energy suppliers to take to support their pre-paying customers and ensure that their gas and electricity supplies are not cut off if they are forced to self-isolate or fall ill.
What can Energy Suppliers do?
Energy supply companies should identify which of their customers are most at risk via the Priority Service Register and offer support where they are able.
What is the Priority Service Register (PSR)?
The PSR is a free service provided by energy suppliers and network operators to customers in vulnerable situations. A customer can sign up to the register if they are:
· Of pensionable age (currently 65 or over)
· Are disabled or suffer from a chronic illness
· Have a long-term medical condition
· Have a hearing or visual impairment or additional communication needs
· Are in a vulnerable situation including customers with certain mental health issues that may impact their understanding of their energy bills
· Customers who are unable to top-up a prepayment meter due to an injury
· Temporary circumstances where they may need extra support
· Families with children 5 years old or younger
Customers on the PSR are eligible for several free services such as receiving advance notice of any planned power cuts, priority support in the event of an emergency and an identification scheme to reassure customers that callers and meter readers from their suppliers are genuine.
To reduce the need for prepaid meter owners to go outside and top up their meter’s energy suppliers can send pre-loaded cards via the post.
The Ofgem response
“It is critical that customers remain on supply. We are working with the government, Citizens Advice and Energy UK, as well as closely engaging industry to discuss their readiness and to ensure consumers are protected. We have written to all suppliers to stress the importance of taking early steps to manage risks and support consumers and have been engaging suppliers at senior levels.
We expect suppliers to take proactive measures to support pre-payment meter customers, including customers in vulnerable circumstances. As usual, we expect the industry to alert us to any issues that arise and keep us informed of their plans to deal with these issues.” said an Ofgem spokeswoman.New Advice Announced *updated March 19th
Government agrees measures with energy industry to support vulnerable people through COVID-19 - Read the announcement here
Further Reading
Add your Customers to the Priority Service Register with Dyball’s CRM
Consumer Charity Calls for Ofgem to regulate automatic energy switching
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