Negative energy

Utility companies are failing vulnerable customers, Britain’s energy watchdog has found, calling for urgent improvement from suppliers.

In its third review into the sector, Ofgem told all 17 energy firms operating in the UK to improve their support for customers, in particular vulnerable ones.

It also found severe weaknesses in five suppliers – Good Energy, Outfox, So Energy, Truenergy and Utilita.

Moderate weaknesses were found in five other companies – E (Gas & Electricity), Ecotricity, Octopus, Shell and Green Energy UK.

Minor weaknesses were discovered in seven firms including the biggest supplier, British Gas, as well as Bulb, EDF, E.ON, Ovo, Scottish Power and Utility Warehouse.

Examples of poor practice included suppliers not reading the meters of vulnerable customers, setting debt repayment rates too high, and customers not being able to communicate with companies.