Energy industry leaders have responded to Ofgem’s announcement on the resumption of forced prepayment meter installations.
Citizens Advice Chief Executive Officer, Dame Clare Moriarty, emphasised the need for supplier reassurance as the temporary ban on force-fitting meters concludes.
Dame Clare Moriarty urged Ofgem to actively monitor compliance and intervene if rules are breached.
The CEO of Citizens Advice said: “Last winter, we all saw that the rotten core of debt collection practice in the energy sector was not just a case of one bad apple – the rules were simply not being followed.
“As the temporary ban on force-fitting comes to an end, people need reassurance from suppliers that they won’t be wrongly forced onto a meter when there’s clear evidence they shouldn’t be.
“Ofgem must proactively monitor suppliers and act swiftly if there are any suspicions rules are not being followed.”
Dhara Vyas, Deputy Chief Executive of Energy UK, stressed suppliers’ responsibility to prevent arrears amid record-high bad debt and urged customers facing difficulties to engage with their suppliers for assistance.
Ms Vyas said: “Involuntary installations are a last – but necessary – resort for cases where repeated attempts to address debt with the customer through other means have been unsuccessful.
“If customers are struggling with debt, we would urge them to discuss it with their supplier so that they can see what help is on offer.
“While the new Code of Practice will address the concerns that led to the halt in installations, the new and extended exempt categories and the pause itself mean that customer debt will inevitably increase.
“It underlines the need for the government to put in place targeted support for those customers most in need to help make bills more affordable and stop the build-up of debt in the first place.”
