A MAJOR change that will affect millions of energy customers is coming in just weeks.
Ofgem has announced a crackdown on energy firm customer service standards as millions of customers struggle to pay their bills.
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The energy regulator has said that firms must prioritise vulnerable customers and contact those who miss payments.
The new rules will take effect from December, 14 and will require firms to contact customers if they miss two monthly or one quarterly payment.
They will be required to check to see if customers are struggling with bills and if so, offer support such as affordable payment plans or repayment holidays.
Under the new rules, suppliers will also have to publish their Citizens Advice customer service rating to allow consumers to compare them on call waiting times and the quality of their help.
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The new standards were developed following a consultation in the summer and aim to make it easier for customers to contact their suppliers and ensure struggling households are supported.
In a speech to the Energy UK conference on Wednesday Ofgem chief executive Jonathan Brearley warns suppliers that the regulator will “not hesitate” to take action.
He pointed to recent examples of firms having to make multimillion-pound payments for poor customer service such as unacceptably long call waiting times and call drop-off rates.
Mr Brearley said: “With recent global events increasing pressure on gas prices, it’s likely that bills will rise further.
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“This is why the industry needs to do all it can to ensure good customer service and provide help with managing debt, especially for the most vulnerable.
He added that in the last year there have been some good examples of suppliers stepping up support for customers but that more still needs to be done.
Highlighting issues such as long wait times when trying to get through on the phone, letters not being replied to, and a lack of empathy for people’s circumstances.
Speaking particularly about vulnerable people, he said: “We expect more proactivity and a more sympathetic response.”
Gillian Cooper, head of energy policy at Citizens Advice added that “aggressive debt collection by energy suppliers” can make a difficult situation so “much worse” for struggling households.
She added that 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”, she said.
What you can do if you are struggling with bills
Many energy suppliers have things in place to help customers who might be struggling to pay their bills.
It is important not to suffer in silence and to reach out for help if you find yourself falling behind.
For example, Scottish Power offers its own customers grants to help clear arrears through its hardship fund.
To be eligible, you must be receiving benefits including, Income Support, Job Seekers Allowance, Pension Credit, or Employment and Support Allowance and meet other criteria.
The E.on Next Energy Fund is also available for those who are experiencing financial hardship.
This can help with paying your gas or electricity bills through grants.
Octopus also offers a range of support including cash from its Octopus Energy Assist Fund.
What you can get depends on your circumstances, but bill support could include up to £500 or a payment holiday.
Support will vary depending on which energy firm you are with so this is why it is best to call and explain your circumstances.
They will then be able to advise you on what help you could be eligible for.
There is also a number of organisations that are giving out free cash for people who are feeling the pinch.
The Household Support Fund is a pot of money that has been dished out to local councils across England to share among residents who are struggling.
What you can get depends on where you live so you will need to contact your local council to find out what you are entitled to.
The cash can be issued as a direct payment or in the form of vouchers, and some authorities may offer help specifically for energy bills.
If you don’t know what council area you fall under, you can use the government’s council locator online.
Customers on traditional or smart prepayment meters can usually get what’s known as “emergency credit” if they have no money left on their meter.
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But the credit has to be paid back eventually, so do bear that in mind.
We pulled together a list of all the energy suppliers offering help if you are struggling with your bills.
