Only one energy firm provides adequate support to customers struggling with bills, Ofgem says

British Gas is the only energy supplier that provides enough support for customers struggling financially, a report by Ofgem suggests.

The energy watchdog warned that other suppliers need to make serious changes to how they support customers as the cost of living crisis worsens. All suppliers have obligations to meet to support customers who are struggling to pay their bills.

Following a full market review, Ofgem found that three suppliers – TruEnergy, Utilita and ScottishPower – had “severe weaknesses” in how they support struggling customers, while five – E, Good, Green Energy, Outfox and Bulb – were found to have some issues in the support they provide.

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Utilita and Scottish Power have already been served with provisional orders, which require them to take urgent measures, while Ofgem is considering whether further enforcement action is needed for other suppliers. In their findings, Ofgem identified companies failing to identify which customers were struggling with payments, and a lack of help given to those needing crucial payment plans, while others had a “non-existent” policy relating to struggling customers.

Jonathan Brearley, chief executive of Ofgem, said: “We have reviewed suppliers on how they help customers who are having trouble paying their bills, particularly those who are vulnerable, and found some suppliers have fallen short of the standards Ofgem expects.

“We accept that there are many pressures on energy companies in the market this winter, but the needs of vulnerable customers must be part of their top priorities. We will now work with companies on where they can improve, and I all urge all suppliers to