As research reveals a decline in customer satisfaction, Ofgem’s mandate coincides with plans to drill down on supplier conduct.

As part of Ofgem’s initiative to improve the treatment of the most disadvantaged consumers, energy suppliers must offer dedicated phone lines to vulnerable households.

Ofgem is planning a crackdown on suppliers’ behaviour in response to a decline in customer service during the energy crisis, characterised by lengthy call hold times and difficulty reaching companies.

Ofgem will launch a consultation on methods to enhance their service today, and the regulator wants to see improvements in place before next winter.

It is considering a new rule requiring suppliers to conspicuously display customer service data from a third party on their websites.

The measures are Ofgem’s response to the controversy surrounding the installation of prepayment metres against consumer will. The practice was outlawed earlier this year after it was discovered that British Gas debt collectors allegedly disregarded warning signs when installing the metres. Ofgem subsequently announced new installation regulations, but the ban remains in effect.

According to research conducted in collaboration with Citizens Advice, retail consumer satisfaction will decline from 74% at the end of 2018 to 66% by the end of 2022.

Nearly 30 energy suppliers have failed due to the crisis.

Ofgem wants suppliers to swiftly offer advice and payment default plans to households struggling to pay their bills, and it wants suppliers to refrain from requiring minimum repayments when customers fall behind.

Ofgem has determined that those in precarious situations cannot reach their supplier swiftly, and it wants companies to offer them a dedicated hotline. The regulator intends to establish new universal consumer protection standards and increase its proactive surveillance of customer service.