Last week I submitted my response to Ofgem’s crucial consultation on a new framework for consumer standards and customer service.
At a time of increased cost of living pressures, managing energy bills is a primary cause of concern for many constituents and people across the country. The Government has provided unprecedented support to support households and businesses with high energy costs. While I am pleased recent figures show energy costs are now falling, regulation of the market and the conduct of energy companies remains vital role to ensure consumers are treated fairly and have access to support when needed.
Ofgem’s consultation contains proposals to strengthen the regulatory framework in several priority areas in advance of winter 2023/24: in particular, improving ease of contacting suppliers, identification of and support for vulnerable customers, and increasing protections for customers in relation to involuntary pre-payment meters (PPMs).
I welcome the work that Ofgem has done in partnership with the Government to improve the situation concerning PPMs, including the introduction of a Code of Conduct for suppliers and proposals for bringing PPM charges in line with direct debit energy payments. In my response, I have expressed my support for Ofgem’s intention to incorporate the Code of Conduct into energy supplier licences this year. This will ensure that the regulatory framework on this vital issue is as robust as possible.
Building on the work I have done in recent months to ensure access to energy support payments for park home owners in the constituency, my response also addresses the specific challenges that these residents face in relation to energy supplies and customer service. Many park home owners purchase their energy from secondary providers, including park owners, which are not fully incorporated in the regulatory regime. Consequently, these residents do not currently benefit from the same oversight of standards, and options for recourse, that other energy consumers enjoy.
I have called on Ofgem to conduct a detailed review of the issues confronting park home residents and to consider introducing dedicated contact at Ofgem with whom park home residents can raise concerns about supplier conduct.
You can view my full consultation response below