Good Practice Guide - Recovering energy debt from the smallest businesses
Our experience shows:
Understanding occupancy is essential. Suppliers need to take all necessary steps to work sensitively with the consumer or their relevant representative to identify whether there is a resident in a vulnerable situation associated with a business supply contract.
Clear and consistent communication is essential. Suppliers should support their customers by ensuring all debt letters and other communications are clear and easy to understand. It should also be easy to get in touch to discuss the situation, with companies setting clear expectations about the information required. This helps suppliers secure payments against the debts and the businesses remain on supply.
Strong partnerships with advice organisations can provide wider support to customers in debt. These types of partnerships are already common in the domestic energy sector. Signposting customers for additional debt support can often help businesses keep trading while maintaining their debt repayments.