npower criticised for how it manages customers in financial trouble
Published On 28 January 2008
Utility company npower has been told that it needs to do more to improve the way it helps customers who risk falling into debt with their energy bills.Energy watchdog Ofgem said that the utility company was the supplier that had disconnected the most customers in recent months and whose systems for dealing with struggling customers were still below industry standards.
Overall, the review did show that utility suppliers in general have increased their focus on debt and disconnection issues. However, it added that there were still places where their practices could be improved.
"At a time when some energy suppliers have announced double-digit price rises it is vital that suppliers ensure they are offering the best support to people in debt or danger of falling into debt," Ofgem chief executive Alistair Buchanan explained.
"Disconnections are down significantly from the record levels seen in 2001. It is reassuring to see supplier's progress in improving debt and disconnection procedures overall since Ofgem's last industry-wide review in 2005."
Recently, Tim Wolfenden, head of home services for uSwitch, said that utility price increases could mean more consumers looked to change their provider.
