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 Q3 2016 and Q2 2017 the number of disconnections for non-payment of debt decreased to 121 for gas and increased for electricity from 249 to 268 disconnections in the same period the previous year. There is a seasonal effect with fewer disconnections between October and March.

Relevance and further information

Disconnecting a customer’s energy supply should always be a last resort and avoided wherever possible. SLC 27 prohibits suppliers from disconnecting pensioners during winter (October to March), and requires suppliers to take all reasonable steps to avoid disconnecting premises that include any pensioners, disabled or chronically sick customers in winter. Suppliers must not disconnect anyone whose debt they have not taken all reasonable steps to recover first by using a PPM.

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.