Millions of households are now behind on their energy bills

Around 2.1million households are now behind on their energy bills with a huge increase in the number thanks to the coronavirus pandemic. 

This figure is up 600,000 on February, according to data from Citizens Advice – a leap of 40 per cent. 

The average amount owed by those who haven’t come to a repayment arrangement with their supplier comes in at £760 for electricity and £605 for gas.

A further quarter of all households are worried they won’t be able to pay their energy bill this winter.

Bill worry: Two million homes are behind ahead on their energy bills with coronavirus adding to the woe

Many households will be struggling to pay since the coronavirus pandemic unfolded in March with many being furloughed and others losing their jobs. 

Meanwhile, the winter period often highlights fuel poverty, with bills heading higher as more energy is used – and this has been exacerbated potentially with more time being spent at home thanks to pandemic restrictions. 

As people struggle to pay their bills, customer service and being able to access support from suppliers will be more crucial than ever. 

Citizens Advice found that, on the whole, the support put in place by suppliers to help customers is working relatively well for those who have been able to access it.

Some 59 per cent of people in financial difficulty who spoke to their supplier said the support options they were offered were helpful and only 16 per cent disagreed.

It is urging energy suppliers to maintain customer service standards as well as continue to provide support as the coldest months of winter bite.

However, its research revealed that some people are struggling to contact their supplier with one in seven people who tried to contact their supplier saying they couldn’t get through.

Two thirds of suppliers have also increased call wait times whilst, on average, suppliers are failing to respond to a third of customer emails within two working days.

Many suppliers are also making finding phone numbers difficult.

These barriers may prevent people who are in financial difficulty from accessing the support available.

The charity is urging suppliers, Ofgem and the government to maintain and expand existing support and customer service measures suggesting suppliers should ensure customers can get in touch quickly and easily, including by telephone.

Providers should also continue to offer additional support agreed with BEIS through the duration of the pandemic, including payment holidays or temporary prepay credit.

Meanwhile, it says the Government should ensure there is adequate support for the hardest hit households this winter, through fuel vouchers or extra funding to support those people not covered by existing schemes like the Covid Winter Grant.

Some customers have complained about how they cannot get through to their supplier 

Alistair Cromwell, acting chief executive of Citizens Advice, said: ‘The Government and the energy industry have put in place significant measures to support people’s incomes and help those struggling with their bills.

‘This has made a real difference to many, but this effort will be undermined if people can’t get through to their suppliers and access that support in the first place.

‘We’re heading into the coldest months of the year and the full financial impacts of the pandemic are still to be felt. 

‘Maintaining high customer service standards is more critical than ever in order to make sure energy customers who get into difficulty can access the support they need.’

Peter Earl, head of energy at Compare the Market, added: ‘It is extremely rare for people to have their energy supply cut because they have fallen into arrears on payment, which should reassure energy customers concerned that this could happen during one of the coldest months of the year and less than two weeks before Christmas Day.

‘Nonetheless, falling into arrears on bill payments can be daunting for households that are struggling financially, so it is encouraging that many people finding themselves in this situation are praising the support they received from their supplier.

‘Our own research indicates that 29 per cent of all households are probably not in a financial position to be able to meet the cost of higher energy bills this winter.’

Customers are encouraged to use price comparison services to see if they could save money on their energy bills by switching to another tariff or supplier.  

Those on a standard variable tariff or on a prepayment meter tend to pay more for their energy than those on a fixed-term tariff or regular credit meter. 

Disproportionately, customers likely to be overpaying are those on lower incomes and the elderly.

Switching from a standard variable tariff to a fixed-term tariff could save the average household hundreds of pounds a year, money which could be used to pay down debt or kept in a rainy-day fund.

The cheapest fixed-term tariff currently on the market for the average consumption household is £209 cheaper than the £1,042 energy price cap.

Citizens Advice analysed research from its own data and information from large and medium suppliers to put together the information. 

This post first appeared on Dailymail.co.uk