Ofgem has issued an alert to British families, urging them to stay in regular contact with their energy supplier to unlock extra help and potentially save money on bills. The regulator posted advice on social media under the hashtag #energyaware, emphasising that simple actions like updating personal details or reaching out early can open the door to financial support, more flexible payment arrangements, and better deals.
What Ofgem Says Could Help
According to Ofgem, customers who keep their account details current and flag problems as soon as they arise stand a better chance of being offered emergency and hardship support for those struggling to pay, flexible or restructured payment plans tailored to what they can afford, and access to better tariffs and deals they may otherwise miss out on. Under Ofgem's rules, suppliers are already obliged to work with customers to agree an affordable payment plan and must proactively reach out to those who fall behind, including anyone who misses two monthly bills or a single quarterly payment.
Additional Protections for Vulnerable Customers
Vulnerable customers, including those on prepayment meters, are entitled to further protections such as emergency credit to avoid 'self-disconnecting' when they cannot afford to top up. Suppliers also run a free Priority Services Register, offering additional support to customers in vulnerable circumstances, though users must register with their own supplier directly to benefit.
Regulator Under Pressure
The reminder from Ofgem lands against a backdrop of criticism over how consistently energy firms deliver on these promises. Previous compliance reviews by the regulator have found patchy performance across the sector, with some suppliers rapped for failing to identify struggling customers early enough or for having weak processes for arranging repayment plans. Consumer champions such as Citizens Advice have long urged anyone worried about their bills to contact their supplier straight away rather than letting debts build up, warning that early conversations give households access to far more options than waiting until a crisis point is reached.
What Households Should Do
Anyone concerned about rising bills is being encouraged to contact their supplier as soon as money worries arise, rather than waiting for a red reminder letter; check personal details, such as contact information and circumstances, are up to date on their account; and ask specifically about payment plans, hardship funds, or the Priority Services Register if they think they may be eligible.
