Utility Warehouse has taken responsibility for failing to consistently treat customers fairly which has resulted in some customers being left disadvantaged.
Following an audit report in 2018, Ofgem was made aware of said failings and a formal investigation was opened which found these issues took place between 2013 and 2019.
Utility Warehouse failed to consistently put struggling customers on debt repayment plans and were not offered the option of paying back charges via the voluntary installation of a pre-payment meter or offered energy efficiency advice on how to reduce bills.
Utility Warehouse has accepted its failings, and having offered to pay £1.5 million into Ofgem's voluntary redress fund, the industry regulator has agreed to close the investigation.
Cathryn Scott, Director of Enforcement and Emerging Issues at Ofgem, said:
“Energy suppliers are required to look after their customers, especially those in vulnerable situations. Between 2013-2019, Utility Warehouse failed to take the necessary steps to treat some customers in payment difficulty fairly, depriving them of the opportunity to manage their energy debt and ongoing energy costs."
“While the unprecedented and unexpected rise in gas and electricity prices over recent months has put energy markets under severe strain, we expect suppliers to continue to comply with their licence obligations and treat people fairly, including by providing support to vulnerable consumers. Where we see poor behaviour, Ofgem will be ready to step in and take swift action.”
Source: Ofgem
