Energy firms have been ordered to improve customer service by regulator Ofgem, especially for vulnerable customers in debt.
The new rules, which take place from December 14, require energy firms to contact customers if they miss two monthly or one quarterly payment.
Energy firms must ask if customers are struggling with bills and, if so, offer support such as affordable payment plans or repayment holidays.
Ofgem is also ordering energy firms to publish Citizens’ Advice ratings of their customer service so the public can see how they compare on issues such as call wait times and quality of responses.
On the warpath: Ofgem ordered E.On Next to pay £5million compensation for poor customer service earlier this year
Jonathan Brearley, Ofgem chief executive, said: ‘In the last year, we have seen some good examples of suppliers stepping up their support for customers.
‘However, despite this, the feeling of those on the frontline working with vulnerable households is that more still needs to be done.
‘Long wait times to speak to someone on the phone. Letters not replied to. Lack of empathy for people’s personal circumstances. This needs to change and today we are setting out our expectations of suppliers this winter, and how they will be held to account to ensure consumers can get hold of them more easily.
‘In particular for vulnerable customers, we expect more proactivity and a more sympathetic response.’
The energy regulator also wants to draw up tougher rules for customer service next year.
Earlier this year Ofgem warned it had become ‘increasingly difficult’ for customers to even get hold of someone to speak to at their energy firm – despite many good examples.
The regulator said ‘supplier customer service on the whole is not meeting many consumers’ needs’, and singled out call waiting times and the ease of speaking to energy firm staff as particular issues.
Brearley warned energy firms that Ofgem would not hesitate to hand out fines for poor customer service such as unacceptably long call waiting times and call drop-off rates.
In June Ofgem ordered energy firm E.On Next to pay £5million in compensation for ‘severe weaknesses’ in customer service.
Then in August Ofgem told Ovo Energy it must improve its handling of complaints, after ‘serious concerns’ were raised by a Citizens Advice team working with vulnerable customers.
Pressure has grown on Ofgem to act over the Bristol-based energy firm after This is Money sent it a dossier of 200 customer complaints in the last few months, with many believing they are not being billed correctly.
Gillian Cooper, head of energy policy at Citizens Advice, said: ‘Aggressive debt collection by energy suppliers can make a difficult situation so much worse for struggling households.
‘In an era of high energy prices and record energy debts, treating customers fairly is more important than ever. Any firm letting its customers down should rightly expect enforcement action.
‘Ofgem is also right to make sure struggling customers can easily contact their supplier. Poor performance here will be reflected in our star rating which all suppliers will now be required to publish.
‘If you have energy debt it’s important to speak to your supplier as soon as possible.’
