“It’s really positive that over 80 per cent of Energy Bill Support Scheme vouchers for traditional prepayment meters customers – who are often on lower incomes – have now been redeemed, and we welcome the efforts made by government and industry to improve takeup so far.
“However, some households will still be missing out on much-needed financial support. It’s essential that the government, energy suppliers and top-up outlets pull out all the stops to reach anyone who is struggling to redeem their vouchers. They must make sure customers know that they can still get any lost, missing or expired vouchers reissued and redeemed until 30 June 2023, and ensure the reissuing process is as quick and easy as possible for people.
“If you are on a traditional prepayment meter and haven’t received your vouchers or are unsure of how to redeem them, you should get in touch with your supplier for more information.”
Notes to editors
- Which? launched a campaign in the autumn calling on businesses in essential sectors – supermarkets, telecoms and energy – to do more to help their customers through the cost of living crisis. As part of this, Which? has been campaigning for the government and energy suppliers to improve the Energy Bill Support Scheme for traditional prepayment meter customers. More information is available here.
- In December, Which?, Money Saving Expert, National Energy Action, Citizens Advice and Age UK wrote a joint letter to energy firms calling on them to take immediate action to ensure traditional prepayment meter customers are able to access government support.