Richard Neudegg, director of regulation at Uswitch.com, comments: “Suppliers have seen a huge increase in the numbers of customers contacting them, but that’s no excuse for a failure to prepare when it’s been clear for a long time that customers would need more support at a period of very high energy prices.
“It remains the right advice for customers who are struggling with their bills to contact their suppliers to see what support is available, but when people do pick up the phone, they are not always getting the right advice or are left waiting for far too long.
“Ofgem’s findings do show that some suppliers are performing better than others in their service levels, but at the moment it’s very difficult for customers to move to a better option.
“With providers not feeling the threat of customers voting with their feet, it’s difficult to see how a ticking off from Ofgem will be enough to drive improvements in the long term.”
About Uswitch
Uswitch is one of the UK’s top comparison websites for home services switching, including energy, broadband and mobiles.
More people go to Uswitch to switch their energy, broadband and mobile than any other site, and we have saved consumers over £2.7 billion off their bills since we launched in September 2000.
Free mobile app Utrack also helps households manage their home energy usage and make potential savings.
Uswitch is part of RVU, a group of online brands with a mission to empower consumers to make more confident home services, insurance and financial decisions.
