Centrica has been criticised by consumer charities over its communications failure involving 270,000 pre-payment meter (PPM) customers.
British Gas failed to notify around 17 per cent of its PPM customers that Payzone was replacing Paypoint on 1 January – a day on which it was not operating its general enquiries phone line. As a result it has made payments totalling £1.73 million in amends.
Of the customers it did notify of the changes, no telephone contact details were provided but online links were. Ofgem said customers unfamiliar with, or without access to, the internet may have struggled to contact the supplier in the event they were struggling to top-up.
The supplier has admitted that a phone number “should have been apparent” on communications sent out to PPM customers when it switched top-up provider earlier this year.
A spokesperson told Utility Week: “We directed customers to our website in the first instance as it is the best channel for help and support – as this is available 24/7 and takes people to the locator tool to find their nearest top up point.
“Our telephone number remains available on our website, in annual statements and publicly available via any search or enquiry service.
“On 1 January 2020, customers with no access to energy were able to contact our 24/7 operating ‘No Energy / Emergency line’, where agents could arrange for an engineer to visit the property to provide a wind-on.”
They added: “We still encourage customers who can to use the internet as easiest way of solving most issues but recognise that for a change like this with these timings a phone number should have been apparent.”
However Matt Cole, chair of the Fuel Bank Foundation, said simply going online to resolve issues “just isn’t an option” for those struggling to pay for their energy usage.
He told Utility Week: “Improving the standards of support and protection for those who pre-pay for their energy, particularly vulnerable customers, is something the Fuel Bank Foundation has been championing for some time and continues to be an area of focus for the charity.
“This issue has highlighted the importance of making sure that support and advice is readily accessible for all customers. For some, going online just isn’t an option, since paying for heating and electricity is a challenge, let alone paying for broadband. All means of communication should be provided to avoid any additional stress and inconvenience to those already in difficult situations.”
Meanwhile Gillian Guy, chief executive of Citizens Advice, said: “It is unacceptable that poor communications put people at risk of being cut off from their energy supply in the middle of winter.
“Households with pre-payment meters are disproportionately likely to be on lower incomes, have children or include people with health conditions. So it’s critical that suppliers take extra care and make sure changes like this don’t put people at risk.
“At a time of significant change in the energy market as suppliers merge and takeovers are completed, this case shows the importance of clear communications and good customer service. All suppliers should learn lessons from this case.”