Question to the Department for Energy Security & Net Zero:

To ask the Secretary of State for Energy Security and Net Zero, whether he is taking steps against energy providers that fail to account for levels of customer vulnerability when recovering arrears.

Ofgem rules, including the Ability to Pay Principle, obligate suppliers to provide appropriate support for those struggling to pay their bills by setting up repayment plans based on a customer’s ability to pay, and providing additional support credit to customers in vulnerable circumstances.

The Government recently launched a 5-point plan to tackle issues around prepayment meters and support for vulnerable customers. This includes coordination with Ofgem to ensure they take a more robust approach to the protection of vulnerable customers, and they conduct a review to make sure suppliers are complying with rules.