Energy suppliers including British Gas, EDF, EON, OVO, and Octopus have been warned that they "must" assist customers who fall into debt, according to the energy regulator Ofgem. The warning comes as Energy UK reports that approximately two million households are currently experiencing some form of energy debt, with the total amount owed reaching £5.5 billion.
Ofgem's Message on Social Media
Taking to X, formerly known as Twitter, Ofgem stated: "If you're in debt your supplier has to support you to get on top of your payments." In an accompanying video, the regulator elaborated: "Are you struggling to pay for your energy? Energy debts - know your rights."
Suppliers Must Treat Customers Fairly
The regulator continued: "Your supplier must treat you fairly. They must consider your circumstances such as ill health, pregnancy, low income, or other situations which mean you need support." Ofgem also advised that suppliers must use meter readings provided by customers to send clear and correct bills in a format that the customer understands. Customers can request bills in Braille, audio, or another accessible format. Importantly, if a customer did not receive a bill, the supplier cannot charge for energy used over a year ago, unless the customer made billing difficult.
Repayment Plans and Support Options
Ofgem highlighted that customers in debt may be able to agree on a repayment plan with their supplier, allowing them to pay back slowly in a way they can afford. The supplier must offer support tailored to the customer's needs, such as a better energy tariff or directing them to independent free debt advice from organisations like Citizens Advice.
Additional Advice from Ofgem
The regulator also advised: "If you're behind on repayments, talk to your supplier. You might be able to take a break. You can change how you pay. Talk to your supplier to see if a prepayment meter works best for your situation. If you're eligible, your supplier will help you find the right support like hardship funds and schemes." Ofgem concluded: "Your supplier must try to help you, get in touch with them early. Their details are on your bill or online account."
