Age Scotland urges energy suppliers to improve service to older customers

Age Scotland has called on energy suppliers to improve their service to older people as a matter of urgency after an Ofgem report found many vulnerable customers were being failed by providers.

The national charity for older people warned that tens of thousands of older people could be severely affected by poor service, at a time when many are struggling to pay soaring energy bills as the cost of living crisis deepens.
 
In a survey carried out earlier this year, Age Scotland found that 76% of older people were already concerned about paying their fuel bills before the cost of energy rose so dramatically.
 
Fewer than half – just 45% - found it straightforward to contact their energy supplier and only 46% were satisfied with the length of time it took to get in touch with their supplier.
 
Common reasons for older customers trying to contact their energy supplier were for basic help, including assistance with meter readings, billing, tariff information and assistance due to financial concerns.
 
Adam Stachura, head of policy and communications at Age Scotland, said:
 
“The Ofgem report makes for very worrying reading, especially at a time when older customers are struggling to heat their homes and pay astronomical energy bills. Surely now more than ever all energy suppliers should be doing their very best to provide more support, help and advice to customers who are facing soaring bills, through no fault of their own.
 
“Instead older people are at best receiving a patchy customer service from many energy providers and in some cases, such as the older man cited in the report whose energy was cut off through the smart prepayment meter and was left without power for two weeks, an abysmal service that could have had horrific consequences.
 
“Our energy survey showed that many older customers did face difficulties contacting their energy supplier. We also heard of several examples of poor practice from the suppliers, including refusing to come out to help with meter readings, even for customers registered on the priority services register (PSR) for the most vulnerable households.

"It's also worth mentioning that the onus is on energy companies to check eligibility for the PSR and refer customers who meet the criteria. Energy suppliers should also highlight the social security support available through the Warm Home Discount or their own discretionary funding schemes for households in difficulty." 
 
“We are calling on all energy suppliers to address the weaknesses highlighted in the Ofgem report as a matter of urgency and make immediate efforts to address the concerns of their customers.”