Ofgem mandates round-the-clock support for meter issues

In the UK, energy suppliers will be obligated to provide round-the-clock support for customers affected by meter faults beginning August 1, 2025. This regulatory change is implemented by Ofgem, which is the governing body responsible for regulating the electricity and gas markets in Great Britain. Ofgem's decision was fueled by data showing that over 80,000 customers annually seek assistance for meter-related issues outside standard working hours. Previously, if customers encountered supply disruptions due to meter faults during weekends, evenings, or holidays, they faced delays in obtaining help, creating potentially dangerous and stressful situations. The new requirement aims to enhance customer service and ensure that individuals receive timely support regardless of when issues arise. While some energy suppliers already operate 24/7 services, others have not made such provisions, leaving customers vulnerable during off-hours. Beth Martin, director for consumer protection and competition at Ofgem, emphasized the need for constant support, particularly in crises involving loss of electricity supply. The announcement is part of Ofgem's Consumer Confidence Program, which seeks to elevate service standards in a complex energy market as it shifts towards net zero. In light of the requirement, energy suppliers are encouraged to pursue collaborative solutions to deliver these services efficiently. The regulatory body expressed disappointment that progress had not met expectations following initial consultation and reminder meetings. Ned Hammond, Energy UK's deputy director for customer policy, stated that many suppliers currently offer 24/7 support through various channels, noting positive feedback from research indicating that about 66% of consumers can reach out to their suppliers at any hour. However, he also warned that such obligations may increase operational costs, which could eventually be passed on to consumers through their energy bills. The UK energy sector continues to focus on improving customer experience, particularly for those who may find themselves in need of urgent assistance due to meter faults. This emphasis on boosting service quality reflects Ofgem's commitment to prioritizing consumer welfare and accessibility in an evolving energy landscape. With further demands placed on suppliers to enhance customer service, the long-term implications for both consumers and energy suppliers will unfold over time, as ongoing assessments of the effectiveness and efficiency of such services are made.