Shapps ‘deeply’ concerned PPM customers not receiving discounts

Grant Shapps has told energy retail bosses that reports many pre-payment meter (PPM) customers have not received discount vouchers are “deeply concerning”.

The secretary of state for business and energy has written to the chief executives of energy suppliers with PPM customers after viewers of ITV’s ‘Good Morning Britain’ raised “numerous concerns” with him last week about not getting the vouchers that access the £400 discounts on offer via the government’s Energy Bills Support Scheme (EBSS).

PPM customers will either receive the £66 instalments of the EBSS discounts as automatic credits when they top up or sent as vouchers by text, email or post, which can then be redeemed at Post Offices or PayPoint locations.

Concerns raised with Shapps included customers being told by their supplier’s call centre that other bodies, such as the government or Citizens Advice, are sending out PPM vouchers when it is the company’s responsibility. Other customers claim they have been told by their suppliers that the government has not yet provided funding.

Shapps warns in his letter that if customers are not receiving a “prompt resolution” to their query or are unable to reach call centres within a “reasonable timeframe”, he will ask Ofgem to increase efforts to make sure vulnerable customers get the support they are entitled to.

He writes: “The strength of despair and frustration felt by prepayment meter (PPM) customers is all too clear.

“You can appreciate how confusing this must be for customers, and we cannot have a situation where people in need of support are being given inaccurate information or waiting excessively long times to speak to anyone.

“While this is an automatic process for the vast majority, it is imperative that traditional PPM customers understand what action they need to take and how they can access this support.

“Money has been set aside to help households with their heating and hot water bills this winter, so it is imperative they get this support. The delivery of EBSS is a complex and large undertaking and I appreciate the work so far to get support to customers. But as the cold weather sets in we have a duty to protect the most vulnerable, not leaving them to worry about their fuel bills. It is on all of us to make this happen.’

Pointing to recent government figures showing that 97% of all eligible households have received their first £66 EBSS payment, an Energy UK spokesperson said: “Suppliers are working hard to ensure that their vouchers are reaching customers and will make repeated attempts using the channels and contact details available to them. While there may be different reasons for why a number of vouchers haven’t been redeemed yet, we are looking to help raise awareness of the support available amongst customers by working with outlets like Paypoint and Post Office and consumer groups like Citizens Advice.

“Customers with traditional prepayment meters are advised to ensure their contact details are up to date and to check regularly for any communication from their supplier. Anyone worried about missing their vouchers or struggling to pay their bills should get in touch with their energy supplier.”