‘Concerning’ lack of Londoners redeeming old-style PPM discounts

Nearly half of energy bill support scheme (EBSS) vouchers awarded to traditional prepayment meter (PPM) customers in London during the autumn have not been redeemed.

Updated statistics for EBSS payments by suppliers, which were published by the Department for Business, Energy & Industrial Strategy (BEIS) on Tuesday (15 October), show that just under two thirds of all vouchers issued to customers on traditional PPMs in October and November 2022 were redeemed. Of the 4.1 million vouchers issued, just 2.6 million had been cashed in.

The regional breakdown shows that the proportion of traditional PPM vouchers redeemed was lowest in London where it was 388,450 of 754,040, equivalent to 52% of the total.

Redemption rates were highest in the north east and Yorkshire and Humberside regions.

The figures also show that the voucher redemption rate was around two thirds for all of the major suppliers.

Households on PPMs, like other customers, are receiving £400 worth of support through the EBSS over the winter.

PPM customers are sent £66 vouchers each month, which can then be redeemed at Post Offices or PayPoint locations, by post, email or text.

Rocio Concha, director of policy and advocacy at Which?, said the latest figures are “really concerning”, particularly those for London.

She said: “This is significantly lower than other areas of Great Britain – possibly due to the fact that there are more renters in the capital so contact information may not be up to date.

“As an urgent priority, the government, local authorities and energy suppliers must work together to share best practice and quickly improve the scheme to ensure that all customers on these PPMs – who are more likely to be vulnerable and on lower incomes – are able to access this vital support without further delay.

“Traditional PPM customers should also be prioritised in smart meter rollouts where appropriate, so that financial support can be delivered automatically in future. If you are on a traditional prepayment meter and haven’t received your vouchers or are unsure of how to redeem them, you should get in touch with your supplier for more information and to make sure they have the correct contact details.”