Ofgem has closed an investigation into SSE’s practices around switching some of its customers to prepayment meters (1). This relates to around 1,800 customers who had prepayment meters installed between 2014 and 2015.
Ofgem found that the supplier didn’t take some customers through the appropriate processes before arranging with them to have a prepayment meter installed, including some who were in or at risk of falling into debt (see examples below, footnote 2).
SSE has since improved its training and call monitoring processes to make sure that its advisors treat customers who are struggling to pay their bills fairly. It has offered to compensate 337 customers who paid more as a result of having a prepayment meter installed (see examples below, footnote 3).
Ofgem has closed this case without taking formal enforcement action, taking into account the steps that SSE has since taken to improve its performance and the relatively small number of customers affected.
1. Ofgem opened this investigation in July 2016 in response to concerns that, between August 2014 and January 2015, SSE may not have been treating its customers fairly when switching them to prepayment meters.
2. Our investigation found evidence that:
3. SSE has since taken the following steps:
4. Ofgem is satisfied with the steps that SSE has taken and has now closed this case.
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Ofgem is the independent energy regulator for Great Britain. Its priority is to make a positive difference for consumers by promoting competition in the energy markets and regulating networks.
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