Millions of households across the UK are grappling with energy debt as bills remain high. Ofgem has now issued an alert reminding customers of their rights and the obligations of suppliers like Octopus, British Gas, E.ON, EDF, and OVO to provide assistance.
Average Energy Bills in the UK
According to EDF Energy, the average monthly energy bill for a medium-sized household (2-3 people) is £137, covering both gas and electricity. Costs vary by location, household size, and usage. For high-usage households (4-5 people), the average rises to £192, while smaller households (1-2 people) pay around £99.
The Scale of Energy Debt
Energy UK reports that approximately two million households are in some form of energy debt, with total outstanding amounts reaching £5.5 billion. Many families are struggling to keep up with payments amid rising living costs.
Ofgem's Alert: Know Your Rights
Ofgem has taken to social media to advise consumers. In a post on X (formerly Twitter), the regulator stated: "If you're in debt your supplier has to support you to get on top of your payments." An accompanying video elaborated: "Are you struggling to pay for your energy? Energy debts - know your rights."
The video emphasized that suppliers must treat customers fairly and consider individual circumstances such as ill health, pregnancy, low income, or other situations requiring support.
Billing and Debt Repayment Rules
Ofgem highlighted strict rules suppliers must follow. Customers can request bills in Braille, audio, or other accessible formats. If a customer did not receive a bill, the supplier cannot charge for energy used over a year ago, unless the customer made billing difficult.
For those in debt, suppliers must offer a repayment plan that fits the customer's ability to pay. This may include a better energy tariff or directing customers to independent free debt advice from organizations like Citizens Advice.
Steps for Customers Behind on Payments
Ofgem advises customers who are behind on repayments to contact their supplier. Options may include taking a break from payments, changing payment methods, or switching to a prepayment meter if suitable. Eligible customers can also access hardship funds and other support schemes.
Suppliers are required to help, so it is important to reach out early. Contact details can be found on bills or online accounts.
Additional Support Schemes
Ofgem also reminded consumers about various government and supplier schemes, including the Warm Home Discount Scheme, energy-saving improvement programs, and home energy support payments for those on benefits or low income. For full details, customers are encouraged to visit the Ofgem website.
