Ofgem launching major '24/7' energy crackdown to 'protect customers'

A major crackdown is coming on a string of energy firms in a bid to shield customers. Ofgem has launched a crackdown on suppliers to help shield thousands of households from freezing in their homes due to disconnections.

Energy customers are set to benefit from a new 24-hour hotline to help resolve gas and electricity disconnections outside of working hours. Experts have described the plans as "hugely beneficial for households who face freezing in their homes over winter".

Domestic customers can experience an interruption in their supply of power or gas due to a meter fault which is outside of their suppliers’ regular contact hours. Many customers are unable to report the fault and receive assistance or advice from their suppliers until the next working day, in the best-case scenario.

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This is leading to poor customer outcomes and has the potential to cause significant customer harm, especially if that customer is already in a vulnerable circumstance prior to being off-supply. The inability to inform their supplier of the meter faults outside of regular hours can delay restoration of supply and can leave customers unable to receive appropriate advice and assistance from the supplier in the meantime. This harm is increased where suppliers are uncontactable over weekends and/or bank holidays.

A spokesperson for the regulator said: "If a customer is cut off because of an issue with their meter they should be able to access help and support whether that’s during the day, overnight, or on a weekend. Being cut off from your energy supply is a very serious matter and for some vulnerable customers it can have dangerous health and safety implications.

"So, while we have allowed energy suppliers and network operators time to develop a collaborative solution, we are not satisfied with the progress that’s been made. We are committed to driving forward a solution that means consumers are not left without help when they need it."

Peter Smith, director of policy at NEA, said: "It's right that the regulator is requiring better performance from suppliers in reconnecting households to their energy at all times of day.

"Meter issues can happen at any time of day so all suppliers achieving this requirement would be hugely beneficial for households who face freezing in their homes over winter if their supply is cut off."