Business Secretary raises concerns over prepayment customer support

Grant Shapps has written to energy suppliers regarding the delivery of the vouchers to prepayment customers

Big Zero Report 2022

The Business Secretary has raised concerns over the way prepayment (PPM) customers are being supported by their energy suppliers.

Following reports that some PPM customers don’t receive their vouchers under the government’s Energy Bills Support Scheme, Grant Shapps has written to bosses of energy companies urging them to improve the situation.

In the letter, the Business Secretary said: “Given the scheme has been up and running for two months now, this is deeply concerning – particularly as these customers are often the most vulnerable.”

Mr Shapps said there were customers who reported being told by their supplier’s call centre that it was the government, Citizens Advice or another entity which was sending out energy vouchers.

The Business Secretary has also confirmed that it has been claimed that other customers reported being told by their supplier that the government had not yet provided the necessary funding.

Grant Shapps continued: “The data we have collated from you and published on 18th November, indicates £1.8 billion worth of payments were delivered in October, which represents 97% of households and that all PPM vouchers were dispatched.

“It is welcome news that the payments have been made in the first month of the scheme. However, the same dataset shows 41% of PPM vouchers had not yet been redeemed.”

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