New Ofgem consumer standard rules for contacting energy suppliers

Under new rules and guidance published by Ofgem, energy companies will be required to improve the ways in which they communicate with their customers. Energy company enquiry services will now be required to:

• Be available via contact methods that meet customer needs (for example, by giving consideration to consumers who are digitally excluded or who may have special communications needs)
• Be open at times that meet customer needs, noting that some consumers will be unable to engage during standard weekday business hours
• Be free for customers that are struggling to pay their energy bills, and to further ensure that eligible consumers are made aware of the contact options available to them
• Prioritise vulnerable customers who need immediate support and any representatives acting on their behalf.

SFHA responded to Ofgem’s consumer standards consultation earlier this year, highlighting the need for vulnerable people to not only have a dedicated method of contact with their energy supplier, but for due priority to also be given to their representatives (including social landlords). The new guidance states that energy suppliers will be expected to have processes in place to easily facilitate communications with a person or organisation contacting a supplier in the interest of or on behalf of a vulnerable energy consumer.

With social housing tenants in Scotland at already high risk of fuel poverty, it is vital that both individual tenants and RSLs are able to communicate quickly and directly with energy supplies to report and resolve any problems.

The changes are due to come into effect from 14 December 2023 and further details can be found at: Consumer standards decision | Ofgem