Energy firms have been failing vulnerable customers, the sector’s watchdog has said, as people face a cold and costly winter.
Ofgem told all 17 firms in its review to improve, with Good Energy, Outfox, So Energy, Tru Energy and Utilita found to have severe weaknesses.Failings included setting debt repayments so high that customers could not top-up their pre-payment meters.
The regulator said some of the worst examples of poor practice included suppliers failing to read the meters of customers who could not do so themselves.It also found that some vulnerable customers were unable to contact their supplier to top up their meter or to request support credit.
Citizens Advice has self help information on Problems getting to or topping up your prepayment meter.
If you are struggling with debt Sheffield City Council has a Help and Advice on Money Issues Page where you can find local support.
