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Energy watchdog urged to help pre-pay customers hit by coronavirus curbs
The Lib Dems' acting leader Sir Ed Davey, a former Energy Secretary, has written to industry regulator Ofgem amid fears over the impact of Covid-19
The energy watchdog was today urged to help pre-paid gas and electricity customers hit by the coronavirus outbreak.
Some four million families rely on pre-paid electricity, with many cards bought at Paypoints in local shops to power their homes.
But with a widespread crackdown on people's movements to curb the spread of Covid-19, Lib Dem acting leader Sir Ed Davey fears households could suffer.
He has written to industry regulator Ofgem calling for protections for vulnerable consumers.
Sir Ed, a former Energy Secretary, says in his letter: “At a time when thousands of families face the very real prospect of self-isolation - not least individuals who live alone and may not have reliable family or friendship networks - we risk a situation where people who run out of credit are unable to heat their homes, or are forced to go out whilst unwell, jeopardising the health of others
“I am sure that you will agree that such a situation is unacceptable as it puts vulnerable people at risk.”
He questioned what action Ofgem was asking utility giants to take “to support those who are at risk of being cut off due to lack of credit”; “to ensure that gas and electricity supplies are not automatically switched off for those customers who are unable to go in-store to top up”; and “to provide alternative measures to enable people to pay for gas and electricity online, or to suspend payments altogether”.
Sir Ed added: “I am concerned that a large number of people will face real financial hardship, missing work or losing clients as a result of the coronavirus pandemic.
“These are difficult times, and we must come together to support those in greatest need
An Ofgem spokeswoman said: “It is critical that customers remain on supply.
“We are working with the government, Citizens Advice and Energy UK, as well as closely engaging industry to discuss their readiness and to ensure consumers are protected.
“We have written to all suppliers to stress the importance of taking early steps to manage risks and support consumers, and have been engaging suppliers at senior levels.
“We expect suppliers to take proactive measures to support pre-payment meter customers, including customers in vulnerable circumstances.
“If a customer is unable to top up their pre-payment meter they should contact their supplier immediately to discuss how they can be kept on supply.
“We understand suppliers are considering a number of measures to support consumers in this situation.
The spokeswoman went on: “Energy is an essential service.
“Consumers who have self-isolated may want to arrange for a trusted person to help them and take their top-up card to the shop if required.
“It may also be helpful for consumers to leave the meter box unlocked if they need someone else to top up the meter.
“Smart meter customers should be able to top-up remotely, such as by phone, mobile application or online.
“Some suppliers are also posting pre-loaded cards to customers who are unable to top-up outside their home.
“Suppliers should continue to identify vulnerable customers and work to ensure their needs are met. This includes taking a proportionate approach to debt recovery and late payments where appropriate.
“Currently, all regulatory requirements remain in place for all licensees.
“We are closely monitoring the situation and we will update industry if circumstances change.
We are aware of a range of proactive measures being taken by industry to manage risks and protect customers.