Number of disconnections for non-payment of debt

At-a-glance summary

There has been a long term reduction in the number of domestic customers disconnected for debt. Between Q4 2016 and Q1 2017 the number of disconnections for non-payment of debt decreased to 17 for both gas and electricity from 210 disconnections in the same period the previous year.

Relevance and further information

During winter (October to March) suppliers are prohibited from knowingly disconnecting customers of pensionable age (where they live alone, with other pensioners or with children). Suppliers must also take all reasonable steps during winter to avoid disconnecting premises where the occupants include a person who has a disability or a chronic sickness or a person of pensionable age.

Members of Energy UK also adhere to a voluntary code of practice known as the ‘Safety Net’. Among other protections, signatories have committed to not disconnecting customers in vulnerable situations at any time of year and to reconnecting customers who are subsequently identified as vulnerable as a priority and usually within 24 hours. Compliance with the Safety Net is independently audited. Further information about the code can be found on Energy UK’s website.