January sees highest level of energy bill support reach vulnerable households

The information showed that people on traditional prepayment meters (PPM) redeemed more energy bill support vouchers than at any other point in the scheme so far.

Redemption rates are up across all energy suppliers with three-quarters of all vouchers now redeemed.

The figures showed 1.7 million vouchers were used by households with prepayment meters across Great Britain in January — 130,000 more than in December.

The best-performing electricity suppliers with the highest rates of voucher redemptions include E Gas & Electricity and Octopus, whose traditional prepayment meter (PPM) customers redeemed 87 per cent and 85 per cent of their vouchers, respectively.

The five suppliers with the largest number of PPM customers — Centrica (British Gas), E.ON, OVO, EDF and ScottishPower — all showed an increased number of voucher redemptions, although some remained among those with the lowest rates overall.

It follows the Energy Security Secretary’s push for suppliers to do more to help vulnerable customers and concerns about the low take-up of EBSS vouchers.

As of the end of January, 76 per cent of all vouchers issued so far have now been redeemed — meaning support reached more of these households than at any other point since the scheme began.

However, even with this improvement, the government is calling on suppliers to continue efforts to reach customers with unused vouchers — with around 1.9 million remaining unredeemed.

Energy Security Secretary Grant Shapps said many households are yet to redeem the vouchers they are entitled to.

The data showed that over £7.2 billion has now been provided to 98 per cent of households across Great Britain through the EBSS. Across the regions, rates of voucher redemption increased overall, but numbers showed the fewest households making use of support in London (58 per cent), Scotland (68 per cent) and the South East England (69 per cent) — meaning many households are still missing out.

Redemption rates in all other regions are now above 70 per cent.

While most people receive the discount automatically each month they are eligible, people using a traditional PPM receive this in the form of vouchers that need to be redeemed at a Post Office or PayPoint. Suppliers have a responsibility to inform their PPM customers how to access government support using the vouchers and must make several attempts to contact people who haven’t redeemed them.

The Energy Security Secretary has also encouraged suppliers to replace traditional meters with smart meters, as they are able to receive government support payments automatically and detect when customers are self-rationing and disconnecting.

It comes in addition to a wider crackdown by the Energy Security Secretary on the mistreatment of vulnerable customers after concerns were raised about the sharp rise in companies seeking warrants to enter people’s homes to forcibly install prepayment meters.