Ofgem launches two investigations over one complaint  

Ofgem has launched investigations into Ovo Energy and Scottish and Southern Electricity Networks (SSEN) over a complaint concerning just one customer, Utility Week understands.

The regulator has confirmed that it has launched separate investigations into the pair, but has only provided limited details as to what potential licence breaches it is in relation to.

In the case of Ovo, Ofgem said it is investigating its compliance with standard licence conditions relating to “treating domestic customers fairly, obligations to customers on the priority services register and ensuring customers’ prepayment meters are safe and reasonably practicable in all circumstances”.

For SSEN, Ofgem is investigating whether the network operator is in compliance with rules around “treating customers fairly, maintaining a priority services register and ensuring sufficient resources are in place to comply with their obligations”.

It is understood that the investigations concern just one customer, with industry sources questioning why Ofgem has chosen to act in this way when investigations into companies usually involve hundreds, if not thousands, of customers.

In the case of both companies, the energy regulator has stressed that the opening of the investigations does not imply that it has made any findings about non-compliance.

Ovo Energy declined to comment on the matter, but a SSEN Distribution spokesperson said: “We note Ofgem’s announcement and will fully support the evidence gathering process.

“As referenced, the opening of this investigation does not imply any findings of non-compliance.”

Utility Week has contacted Ofgem for a response, but received no reply at the time of writing.

Ofgem has been clamping down on supplier behaviours in recent months, most notably after the scandal involving British Gas and the way it was installing prepayment meters under warrant.

In the wake of the energy crisis, the regulator launched a series of Market Compliance Reviews to improve standards in areas such as customer service or support for vulnerable customers.

More recently, the regulator has issued fines to suppliers over poor performance.

Good Energy and Ovo recently apologised to thousands of customers and will pay out a combined £4 million over their failure to correctly apply price protections put in place at the height of the energy crisis.

Additionally Eon Next, Good Energy and Octopus have paid a total of £8 million for delaying or failing to make statutory compensation payments owed to energy customers.