Millions of households struggling with the cost of gas and electricity could unlock extra help and even save cash on their bills.
In a message aimed squarely at hard-pressed families this winter, the industry regulator Ofgem urged customers to stay in regular contact with their supplier. It advises that something as simple as updating personal details or reaching out early could open the door to financial support, more flexible payment arrangements and better deals. The watchdog posted the advice on social media under the hashtag #energyaware, telling followers that staying connected to their supplier was one of the most effective ways to keep bills under control.
It comes as households continue to grapple with volatile energy costs, with consumer groups repeatedly warning that too many customers only get in touch with their supplier once they are already in arrears, by which point their options can be more limited.
What Ofgem says could help
According to the regulator, 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
- 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.
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 actually 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.
Ofgem’s latest message suggests the regulator is keen to put the onus back on customers to help themselves, by making sure suppliers have accurate, up-to-date information and by not delaying difficult conversations about affordability.
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
- Ask specifically about payment plans, hardship funds or the Priority Services Register if they think they may be eligible. More information can be found here.
