Belfast Telegraph

Ofgem probe into Utility Warehouse over treatment of customers in debt

The mid-sized energy supplier says it has more than 600,000 customers.

The energy regulator has launched a probe into Utility Warehouse over its treatment of customers in debt.

Ofgem confirmed on Friday that it was investigating whether the firm breached rules in the way it manages those customers and whether the supplier offers “appropriate” repayment options for those struggling with their bills.

The watchdog said this covered whether Utility Warehouse “does enough” to try to contact customers who are already in debt, or at risk of falling financially behind, in order to establish manageable payment plans.

“It also includes whether they are installing pre-payment meters appropriately as a means of recovering debt from customers, particularly when they install them under warrant,” Ofgem said.

However, it noted that the launch of the investigation itself did not imply there had been any non-compliance by Utility Warehouse.

Utility Warehouse, promoted by actress Joanna Lumley, is a mid-sized energy supplier which also offers mobile, as well as phone and broadband services.

Its website boasts that the firm has more than 600,000 customers.

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