Rocio Concha, Which? Director of Policy and Advocacy, said:
“It’s right that Ofgem is setting out clear expectations for how firms need to support their customers as stability starts to return to the energy market.
“Even with the recent drop in the price cap, energy bills will still be almost double the amount they were before the energy crisis began – which will be unaffordable for some households. It’s more important than ever that energy suppliers’ customer departments are easily contactable and ready to help customers. All firms should be prepared to support their customers who are struggling to afford their bills.
“It’s also important that suppliers clearly publish all their available tariffs so customers can see how any deals offered to them by their supplier compare with existing customer tariffs at other firms. This transparency also allows consumer groups to give more accurate advice on what the best deals on the market currently are.”