Question to the Department for Energy Security & Net Zero:

To ask the Secretary of State for Energy Security and Net Zero, what recent assessment his Department has made of the adequacy of capacity of energy supplier customer service phone lines to meet customer demand.

Ofgem is currently undertaking proactive market-wide assessments of energy suppliers’ performance on key areas in the form of Market Compliance Reviews. Their review published on 2 February looked at customer service and complaints performance from information submitted by 17 of the biggest domestic energy suppliers. The review found weaknesses across all suppliers and Ofgem has since communicated the ratings to all suppliers and has started compliance engagement on areas needing improvement.