Ofgem launching major '24/7' energy crackdown to 'protect customers'

James Rodger
·2-min read
Ofgem has launched a crackdown on suppliers
-Credit: (Image: Reach Publishing Services Limited)


A major crackdown is coming on a string of energy firms in a bid to shield customers, it has emerged. Ofgem has launched a crackdown on suppliers which will require all domestic firms’ enquiry services to be available 24/7 for customers withan interruption in their supply of electricity or gas due to meter faults.

Energy customers are set to benefit from a new 24-hour hotline to help resolve gas and electricity disconnections outside of working hours. Experts have described the plans as "hugely beneficial for households who face freezing in their homes over winter".

Many customers are unable to report the fault and receive assistance or advice from their suppliers until the next working day, in the best-case scenario. Suppliers’ unavailability is also putting additional and unnecessary pressure on network operators’ emergency phonelines as customers may resort to seeking resolution through networks, despite networks not having responsibility for the suppliers’ meters. This could have impacts on the ability of network operators to respond to emergency situations in a timely manner, indirectly causing further consumer harm.

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This is leading to poor customer outcomes and has the potential to cause significant customer harm, especially if that customer is already in a vulnerable circumstance prior to being off-supply. The inability to inform their supplier of the meter faults outside of regular hours can delay restoration of supply and can leave customers unable to receive appropriate advice and assistance from the supplier in the meantime. This harm is increased where suppliers are uncontactable over weekends and/or bank holidays.

Ofgem told the Sun newspaper: "If a customer is cut off because of an issue with their meter they should be able to access help and support whether that’s during the day, overnight, or on a weekend. Being cut off from your energy supply is a very serious matter and for some vulnerable customers it can have dangerous health and safety implications.

"So, while we have allowed energy suppliers and network operators time to develop a collaborative solution, we are not satisfied with the progress that’s been made. We are committed to driving forward a solution that means consumers are not left without help when they need it."

Peter Smith, director of policy at NEA, said: "It's right that the regulator is requiring better performance from suppliers in reconnecting households to their energy at all times of day.

"Meter issues can happen at any time of day so all suppliers achieving this requirement would be hugely beneficial for households who face freezing in their homes over winter if their supply is cut off."

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