Business Energy Supply Billing: Regulation

John Cooper Excerpts

Tuesday 1st July 2025 Westminster Hall

[John Cooper (Dumfries and Galloway) (Con)]

It is a pleasure to serve under your chairmanship, Mr Dowd. It is customary to congratulate the hon. Member who secured the debate, but I would like to go further: the hon. Member for Tamworth (Sarah Edwards) is an outstanding champion not only for her constituents—through the Select Committee on Business and Trade, on which I also serve—but for the public more widely, with her expert nose for unfairness.

Many businesses and homes in my rural constituency of Dumfries and Galloway are not on the gas grid and, like so many across the UK that are outwith the urban centres, are reliant on such things as tanker-delivered liquefied petroleum gas or kerosene for heating. But almost without exception, everyone is on the electricity grid and so gets a bill for at least this one utility. Given that ubiquity, people might expect the energy market to be the best regulated, and yet, as we have heard this morning, the regime is less the quiet and precise order that one might expect of an old-fashioned provincial bank and more the rough-house of a wild west saloon. Is there an MP in the House who does not have an example of blundering over bills or of sharp practice?

A small business in my constituency struggled with an electricity bill for an astonishing £18,000—that figure again. It was of such magnitude that it would have sunk a much-loved high street fixture and an important employer. Queries—pleas, indeed—went unheeded. I am pleased to say that, following intervention from my team, the bill was waived when it transpired that the issue was a convoluted tale involving a disconnected smart meter and wildly inaccurate estimated bills. There was a happy ending, but that is surely indicative of a wider problem.

Energy firms are increasingly a law unto themselves and are judge, jury and executioner over bills, billing and the recovery of debts, both real and imagined. Too often, they hide behind automated “computer says no” responses and infuriating call centres whose hold muzak should be the Cuckoo waltz: you hang on for an eternity, despite your call apparently being “very important” to them, although of course they are experiencing a “very high volume of calls” 24/7, 365.

I am a huge fan of the free market. I think it delivers competition, which gives consumers choice, which in turn drives down bills. However, it falls to us in this place to regulate that market: not to put the dead hand of Government on the tiller, to proscribe the private sector or fence it in, but to create an environment that is fair to both sides—industry and public—and is delineated, transparent and responsive.

And so the spotlight shifts from the energy firms to the regulator. Ofgem seems to be the victim of an overly wide remit: it has to deal with networks plus retail, and has ended up being criticised by the industry and consumers alike. It is difficult not to agree that it has lost its way when, as my hon. Friend the Member for Bromsgrove (Bradley Thomas) raised at the Energy Security and Net Zero Committee, it spent taxpayers’ cash on irrelevances such as courses called “Pride in intersectionality” and “Perspectives from Rainbow Regulators”.

Regulators rest on three pillars: deterrence, detection and enforcement. The first two are intertwined, because if there is no prospect of getting caught, there is no deterrent. Many regulators fail on the third pillar: they talk a good game and threaten all sorts of dire retribution, yet they deliver little enforcement. Ofgem writing to suppliers demanding to know why they have not ended sharp practice such as back billing does not look like a regulatory crackdown; it looks like regulatory breakdown. The Government have been consulting on Ofgem, and the conclusion must surely be that the regulator is having a shocker when it comes to billing.

I hope that the Minister can assure us today that the Government are getting wired right into the fuse box of this vital, but apparently overwhelmed, regulator. Of deterrence, detection and enforcement, the greatest is enforcement. When will the Government apply a bit of that to the regulator itself, so that my constituents can have some faith that the bills piling up on their doormats, and increasingly in their inboxes, are at least accurate?