Npower pulled up over increased customer cut-offs
February 5, 2008
Energy giant Npower has been warned by regulators that it has to do more to help customers that are struggling to pay their gas and electricity bills after it was found to be top of the tables when it came to customer cut offs. According to figures Npower was cutting off around 70 in every 100,000 customers in 2006. Second on the tables was EDF Energy, but Npower was still cutting off double the number of people than the firm that came in at second place.
Officials from Ofgem, the energy regulator in the UK, have stated that Npower needs to be more understanding about customers that are struggling with their bill payments, especially in the current financial climate and given the fact that energy prices have recently risen by a significant amount. Ofgem also stated that Npower need to make improvements to its procedures in this area, as other energy firms have already done.
An official from Npower denied the claims stating: “Higher disconnections are not due to poor processes. A supply disconnection is only ever carried out as a last resort after a painstaking 14-step process and multiple attempts being made to resolve the issue with the customer - we never disconnect vulnerable customers.”
However, a senior spokesperson from Ofgem said: : “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. This is why Npower must do more to match the best practice set by the leaders in this field.”
Tom Smith
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