Energy firms warned

Ofgem has told 17 energy suppliers that they must improve how they deal with vulnerable customers.

The energy regulator has said that “severe weaknesses” have been identified in its review of five suppliers: Good Energy, Outfox, SO Energy, Tru Energy and Utilita.

Ofgem’s director of retail, Neil Lawrence, said: “It is going to be a very challenging winter for everyone and customers must be confident they are getting the help and support they need.”

“Moderate weaknesses” were found at suppliers E (Gas & Electricity), Ecotricity, Green Energy UK, Octopus and Shell. Seven others had shown minor weaknesses: British Gas, Bulb, EDF, E.ON, Ovo, Scottish Power and Utility Warehouse.

Some of the firms have disagreed with Ofgem’s findings. Simon Oscroft, co-founder of So Energy, said: “Over the course of the last months and weeks, we have provided Ofgem with extensive additional information related to this review and we are disappointed that Ofgem has proceeded on the basis of incomplete information, and in a manner that may now cause vulnerable customers unnecessary concern.”

Utilita said: “Ofgem’s report does not represent where we are as a business today.”

Rocio Concha, Which? director of policy and advocacy, said: “It’s hugely concerning to see Ofgem has found so many energy firms are falling short on the support they provide to their most vulnerable customers.”

She added: “Energy firms must urgently up their game and do everything they can to support their customers, especially those most in need.”