Ofgem warns Utilita and Scottish Power for failing to fully protect customers

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fgem has ordered energy companies Utilita and Scottish Power to honor their commitments to protect customers after a “series of apparent failures”.

Preliminary orders issued to the companies follow Utilita’s lack of support for vulnerable customers and Scottish Power’s debt repayment plans, the regulator said.

Ofgem will publish its findings from a full market survey on how suppliers ensure they support customers struggling with bills.

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Ofgem, Director of Enforcement and Emerging Issues, Cathryn Scott, said: “These orders to Utilita and Scottish Power are a clear signal to suppliers of the vital importance of protecting customers.

Suppliers need to be more considerate of a customer’s vulnerability and ability to pay

“The rise in the cost of living is an increasingly important social issue, and we expect urgent and immediate action on the issues raised, as well as constructive engagement with Ofgem throughout the process.

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“Suppliers need to consider a customer’s vulnerability and ability to pay more closely, especially with what is likely to be a very challenging winter for many.”

A review by Ofgem in Scottish Power found “some apparent flaws” in the way it drafted debt repayment plans and treated customers struggling with bills.

Ofgem also identified obvious shortcomings in Utilita’s handling of all customers, including vulnerable customers, those on the Priority Services Register and customers in debt.

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