Poor energy service means unpaid bills

Nearly half of UK energy consumers say they have withheld or defaulted on payments as a result of poor customer service or billing issues. A survey of 1,500 households, conducted […]

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By Jonny Bairstow

Nearly half of UK energy consumers say they have withheld or defaulted on payments as a result of poor customer service or billing issues.

A survey of 1,500 households, conducted by Echo Managed Services revealed almost 1 in 3 people hadn’t paid because the bill was incorrect or higher than expected. And 14% of customers said they didn’t pay because the bill was difficult to understand. Finally 6% said service was so poor the supplier did not deserve their money.

Just 28% of people said they didn’t pay because they couldn’t afford it.

Higher income households are less tolerant of poor service, with 1 in 10 of those earning more than £40,000 per annum having withheld payment for this reason in the past, compared to just 1% of those earning less than £10,000.

Monica Mackintosh, customer services director at EMS, said: “Consumers are now much more aware of their rights and have the freedom to exercise them.”