The Extra Help Unit team works hard year-round to support individuals and micro-businesses who might be considered vulnerable to resolve issues with their energy suppliers. Beyond that, we work with suppliers and industry stakeholders to raise standards across the industry. 

Some of our recent work includes:

• August 2023: Ofgem compliance action launched against one of the largest energy suppliers on their complaints performance following EHU feedback through the Tripartite process

• July 2023: EHU provided a report to Ofgem demonstrating the growing numbers of prepayment consumers needing repeat support from their energy supplier due to negative household budgets, requesting assurances for adequate industry support to prevent such consumers self-disconnecting or self-rationing energy use

• Autumn 2022: EHU provided evidence to Ofgem regarding concerns about force fitting prepayment meters and completing remote mode changes on smart meters from credit to prepayment mode in vulnerable households