Energy suppliers have to do extra to assist weak prospects this winter, the business’s regulator has mentioned, with “severe weaknesses” discovered within the follow of 5 suppliers.
Ofgem mentioned failings included prospects lacking out on free gasoline security checks, weak prospects not being supplied the assist they want, and making certain these on prepayment meters are recognized and supported.
Although some good follow was recognized, all 17 suppliers have to make additional enhancements.
Good Energy, Outfox, SO Energy, TruEnergy, and Utilita had been judged the worst by Ofgem.
Severe weaknesses imply it “either found that a significant proportion of the supplier’s processes and policies were missing or inadequate, or their data indicated that they are not achieving good consumer outcomes”.
Moderate weaknesses had been present in E (Gas & Electricity), Ecotricity, Green Energy UK, Octopus and Shell.
This means the provider “did not have some of the policies or processes in place that we would expect, or the training and guidance available to their staff was not at the level we considered necessary”.
‘Much extra must be carried out’
“We may also have found some poor performance data,” Ofgem added.
Minor weaknesses had been recognized in British Gas, Bulb, EDF, E.ON, Ovo, Scottish Power and Utility Warehouse. This means Ofgem didn’t discover any proof of serious concern.
Neil Lawrence, director of retail at Ofgem, mentioned: “From eligible customers who are missing out on free gas safety checks through to companies not identifying vulnerable customers to be offered obvious support on the Priority Services Register, this robust review has highlighted that suppliers need to do more to support consumers.
“We welcome the cooperation from suppliers and motion taken up to now, and, though we’re seeing some superb follow in elements of the business, we are able to see there may be nonetheless rather more to be carried out.
“Most suppliers take the protection of vulnerable customers seriously, and several good initiatives to support customers have been launched recently.”
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“While it’s encouraging to see the engagement on this Market Compliance Review, with some improvement actions already taking place, we’ve seen a number of failings across the board which need to be urgently addressed,” Mr Lawrence added.
“It’s going to be a very challenging winter for everyone, and customers must be confident they are getting the help and support they need.
“My message to suppliers right now is straightforward – be proactive. Help your prospects to know what assist is obtainable, after which ship it.”
Ofgem mentioned suppliers have engaged positively with the method and, since receiving their indicative scores in October, are taking swift motion to make the enhancements wanted.
Source: information.sky.com”