THOUSANDS of hard-up households are missing out on extra help from energy suppliers, the regulator has warned.
Today, Ofgem ordered firms to improve their practices as it’s concerned they are failing vulnerable customers.
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As part of its report, Ofgem said that firms need to be better at identifying customers in need, including adding them to the “Priority Services Register”.
The service helps support vulnerable households, such as those who are elderly or ill, and some of the perks include being given advance warning of blackouts, free gas safety checks and extra support if you’re struggling.
We explain what the service is, who is eligible and how to apply.
It comes after leaked documents revealed government plans for three-hour blackouts this winter following a lack of supply to the UK.
Who’s eligible for the register?
Not everyone is eligible for the Priority Services Register. Your energy firm must deem you to be vulnerable.
This could apply to you if you:
- have reached state pension age
- are disabled or have a long-term medical condition
- are recovering from an injury
- have a hearing or sight condition
- have a mental health condition
- are pregnant or have young children
- have extra communication needs (such as if you don’t speak or read English well)
- need to use medical equipment that requires a power supply
- have poor or no sense of smell
- would struggle to answer the door or get help in an emergency
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There could be other situations where you’re eligible too, like if you need short-term support after a hospital stay.
For full details on eligibility, you can visit Ofgem’s website here.
If you think that you might need help then it’s worth asking your supplier.
What help can I get?
You can get a range of help through the service.
This includes advance notice of planned power cuts if you rely on your supply for medical reasons, such as text messages to tell you when you will be affected.
It means you could get hot meals, transport or a free hotel stay.
You could get help from an expert on ways to manage your bill or energy saving tips.
You could get better protection from fraud, though a service where you are given a password to help identify if callers are legit.
A family member or friend could be nominated if you need help taking meter readings.
You could get free gas safety checks for your home.
UK Power Networks even offers eligible customers a priority number they can call 24 hours a day.
How do I apply?
Ofgem says firms should be doing more to identify customers who are vulnerable.
But you can still get in touch with your energy firm or network provider to see if you can apply.
Your supplier might be a company like British Gas, E.On or Octopus Energy.
Whereas the network operator will be someone like UK Power Networks, Electricity North West or Northern Powergrid.
This will depend on where you live, but you can visit Energy Network’s website to find out who your network operator is.
When you contact your the supplier or network operator, you’ll need to provide your contact details and as much information about your specific needs as possible.
Your supplier can always pass your details to your network operator as well.
If you have a different supplier for your gas and electricity, you’ll need to contact them both.
Plus, if you switch providers you’ll have to re-apply to the register through them.
What other bill help can I get?
Last week, the government announced in its Autumn Statement millions on benefits and Universal Credit will receive an extra one-off £900 payment to help with the cost of living.
Eight million households are currently in the process of receiving the second instalment of the first £650 payment.
However, eligibility criteria may differ for the new £900 payment.
Chancellor Jeremy Hunt also said pensioners will be getting a £300 one-off payment.
The current “Pensioner Cost of Living payment” is being handed out to millions who normally qualify for the Winter Fuel Payment, but this could change under the new rules.
The £300 cost of living payment is paid on top of the other winter support.
Plus, struggling families are eligible for the Warm House Discount and Household Support Fund this winter.
For the Warm Home Discount, households in England and Wales don’t need to apply to get the cash and they’ll automatically qualify if they are receiving certain benefits.
You can read more about eligibility here.
There are also plenty of energy grants and schemes open to help you out if you’re struggling.
British Gas recently confirmed that it’ll pay its most vulnerable customers grants worth £750 to help with sky-high bills.
Ask your supplier what’s on offer and how to apply, or check here:
