With energy prices set to rise again this spring, UK households are facing an uphill battle to stay on top of their bills.
A new report from customer service specialist ResQ reveals that 41.1% of billpayers are either already in energy debt or fear they will be within the next 12 months.
The research highlights a major disconnect between consumer expectations and provider support.
While 57.8% of customers believe compassion is crucial when handling debt, 41.1% feel energy providers are not doing enough to support struggling households.
In fact, 42.3% see compassionate debt solutions as a basic expectation, yet many providers fall short.
ResQ CEO Gill Marchbank warns that the situation is worsening: “We’re experiencing a particularly grueling winter right now, with the UK having experienced mass snowfall and recorded its coldest January night in 15 years in recent weeks. These conditions can have real human impacts – especially on the most vulnerable in our society.”
Beyond ethics, compassion is proving to be a smart business move.
The study shows that 75.6% of customers would be more likely to stay with a provider that handles debt management empathetically.
ResQ’s Don’t Freeze report calls on energy providers to rethink their approach, by treating customers as people, not just account numbers.
The say as energy debt fears escalate, providers that fail to support their customers risk not only financial hardship for households but also losing trust and long-term loyalty.
