Good Practice Guide: How energy companies can support people who are struggling this winter.
The continuing impact of the pandemic and rising energy prices mean winter 2021 is likely to be a challenging one for many. In this document we’ve identified examples of good practice for energy suppliers to support people struggling this winter.
Companies in the energy industry should remain up to date with the latest government guidance. Ofgem expects all companies to follow existing regulatory obligations.
If a supplier or network company is experiencing performance or operational challenges, we ask that they update their Citizens Advice consumer service referral protocol and inform their EHU contact.
This guide is designed to build upon the energy supplier principles and the heat network principles, developed collaboratively with government and industry and in addition to the Energy UK/Ofgem voluntary winter commitments.