Ofgem investigates how Utility Warehouse manages customers in debt

Press release

Publication date


Industry sector

Supply and Retail Market

Ofgem has launched an investigation into the way that Utility Warehouse manages its customers who are in debt.

Ofgem will investigate whether the supplier has breached rules related to the way it manages these customers, particularly whether it puts in place appropriate repayment options for its indebted customers.

This includes whether it does enough to try and contact customers in or at risk of debt and to establish with them manageable repayment plans based on their ability to pay, as Ofgem’s rules require. It also includes whether they are installing pre-payment meters appropriately as a means of recovering debt from customers, particularly when they install them under warrant.

The opening of this investigation does not imply that there’s been any non-compliance by the supplier.

Notes to editors

  1. For more information on the licence conditions we are examining see our investigation into Utility Warehouse and its compliance with obligations under the following licence conditions:
  • Customers in payment difficulty, including ability to pay, SLC 27.5-27.8
  • Treating Customers Fairly SLC 0 (came into force 10 October 2017) and prior to this SLC 25C (Customer Objective and Standards of Conduct for supply activities)
  • Installation of Prepayment meters and being proportionate when a customer is in debt – SLC 28B.

Further information

For media, contact:

Ruth Somerville: 0207 901 7460

Media out of hours mobile: 07766 511470 (media calls only)

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