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Ofgem has announced new measures that will protect vulnerable customers struggling to pay their energy bills or unable to top up due to mobility issues or having to self-isolate.

From the 15th December, energy suppliers will be required to offer “realistic and sustainable” debt repayment plans or emergency credit to those with a prepayment meter. The requirements aim to reduce the number of customers who run out of credit and go without energy.


Dame Gillian Guy, Chief Executive of Citizens Advice, said:

“This raft of new protections from Ofgem should help more people who are struggling to stay afloat.


Energy is an essential service and everyone should be confident they can adequately heat their home and protect their health – especially during a global pandemic.


We’ve been pressing for the measures agreed between government and energy suppliers to help people through the coronavirus pandemic to be extended and widened, so we’re very pleased to see this announcement from the regulator.”