Gas and electricity firms must do more to help those struggling to pay bills by spotting debt before it becomes severe, the energy watchdog has said. While the number of customers in debt is down, providers allow customers to accrue £600 in unpaid bills on average before they start paying money back. Ofgem wants energy suppliers to step in sooner to help customers manage debt. Under new rules, energy suppliers must make extra efforts to treat vulnerable customers fairly. "Paying off energy bills is a major concern for many customers in vulnerable situations," said Rachel Fletcher, Ofgem's senior partner for Consumers and Competition. "When suppliers let big debts accrue, it's a sign that they're not spotting debt or stepping in early enough to help customers who are struggling to pay bills. "We want the industry to demonstrate that it is identifying and supporting these customers in a timely way. We will be monitoring suppliers to make sure they make long-term improvements on bringing down debt." Theresa May vowed in early October to place a price cap on energy bills, but the legislation is unlikely to take effect before winter.

Source: