Good practice for supporting customers in payment difficulty

Correspondence and other

We know millions of domestic consumers will struggle with their energy bills this winter and beyond. Suppliers will play a crucial role in helping their consumers if they get into payment difficulty.

We are sharing good practice that we think can help ensure positive outcomes for customers who are in payment difficulty and raise standards across the board in the consumer debt journey.

We encourage all suppliers to consider similar approaches that would help them ensure positive outcomes for their consumers this winter and beyond.