Utility Week

Customers UTILITY WEEK | 30TH AUGUST - 5TH SEPTEMBER 2019 | 25 Ofgem is proposing to introduce a new requirement on suppliers to identify customers who are self-disconnecting and self- rationing and provide appropri- ate support. The regulator is concerned about the number of customers self-disconnecting every year and the "significant negative impacts" this can have on them, particularly those in vulnerable circumstances. ENERGY Ofgem proposes measures for suppliers to stop self-disconnection Self-disconnection is defined as interruption to electricity or gas supply by consumers using prepayment meters because of a lack of credit on the meter or their account. Self-rationing means customers limit their energy usage to save money. Ofgem believes that through regular monitoring and subse- quent identification, suppliers should be able to take the most appropriate approach to support their customers. Furthermore, it proposes to formalise "emer- gency, friendly and discretionary credit" by suppliers for those who experience a sudden tem- porary change in circumstances. The regulator also proposes incorporating the ability-to-pay principles, outlined in the 2010 debt review report, within the supply licence condition. This week EDF Energy takes on Solarplicity accounts 8,000 customers are switched to EDF Energy following collapse of renewable energy supplier Ofgem has appointed EDF Energy as the supplier of last resort for the 8,000 customers – 7,500 domestic and 500 business – still served by Solarplicity Supply when it ceased trading earlier this month. The regulator's director for retail systems transformation, Rob Salter-Church, said: "I am pleased to announce we have appointed EDF Energy for the customers of Solarplicity. Their energy supply will continue as normal and domestic credit balances will be honoured. Once the transfer has been completed, cus- tomers can shop around for a better deal if they wish." A spokesperson for EDF Energy said: "We are pleased to be able to step in to support the customers of Solar- plicity, who will have been concerned to hear that their existing supplier had stopped trading. "They should feel reassured that with EDF Energy, they will be moving to an experienced and reliable sup- plier, with a good track record for customer service." Solarplicity had already sold the majority of its cus- tomers to Toto Energy in July. At the time it ceased trading, the supplier was subject to a provisional order from Ofgem over its failure to make feed-in tariff payments to generators. In May, the regulator li"ed a previous order that pre- vented the company from taking on new customers due to concerns over its service. Solarplicity chief executive David Elbourne has claimed the order undermined a res- cue plan for the business and contributed to its demise. The Energy Ombudsman has received more than 3,300 complaints about Solarplicity this year, including 583 in July alone. The corresponding figure for the whole of 2018 was 1,035. TG WATER Water watchdog overwhelmed by complaints The Consumer Council for Water (CCWater) has failed to meet satisfaction targets to resolve customer complaints following an unprecedented rise in queries about the non-household water market, its annual review said. The water sector watchdog failed on three of four satisfac- tion metrics for complaint handling, the report revealed. The group received 11,000 complaints – up 17 per cent on the previous year – with com- plaints about retailers rising 45 per cent year on year. Performance analyst Colin Lench at CCWater said teeth- ing problems were part of the reason why complaints had risen sharply since non-household customers in England were given the option to switch supplier in 2017. "There are also issues regard- ing resources," Lench said. "A"er a quiet start, things picked up and retailers started to strug- gle to meet demand." Among non-household customers, more than 70 per cent of complaints related to bill- ing, with administration making up 14 per cent, and fewer operations-related complaints. Lench said the group con- tinually looks at ways to achieve quicker resolutions by meeting regularly with suppliers and wholesalers and believes there needs to be better communi- cation across the industry to improve customer service. The report said a "small number of retailers" in the non- household water market were responsible for the rise in call volume. Water Plus accounted for 21 investigations, ahead of Wave (14) and Castle Water (9). CCWater carried out 65 formal investigations – twice as many as in the previous year – more than half of which resulted in further action being taken on behalf of the customer. There was also a 4 per cent rise in complaints from domestic customers about services pro- vided by water companies. Earlier in the year the group published satisfaction results following the retail market opening, which found customer satisfaction with water services had fallen to 87 per cent from 93 per cent in 2016. The watchdog said the rise in complaints was "a trend that can be traced right back to the early stages of competition in England and shows no sign of slowing". More than 80 per cent of enquiries were received by tele- phone in 2017/18, compared with 40 per cent in the past year. But CCWater still handled nearly 28,000 calls – up 2,000 on the previous 12 months. The watchdog said only six out of ten customers think charges for water supply and sewerage services are fair, despite nine out of ten custom- ers reporting being satisfied with the service they receive. Solarplicity: high level of customer complaints While companies are not pro- hibited from disconnecting gas and electricity supplies, except in certain circumstances, Ofgem believes disconnection due to debt should be considered only as a "very last resort". Ofgem is consulting on its proposals, with responses due by 20 September. A statutory consultation will then open and a decision is due in early 2020.

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