Senior executives from the UK’s biggest energy suppliers faced questions from MPs over how they are helping customers as household bills edge higher. The session in Parliament focused on what support is available now, what more firms can do this winter, and whether vulnerable customers are being protected.
The hearing comes as living costs remain elevated and energy debt climbs. Regulators and charities warn that arrears are at record highs, while standing charges and tariff choices draw fresh scrutiny. Lawmakers pressed company bosses on hardship funds, repayment plans, and the treatment of customers who fall behind.
“Bosses of the UK’s biggest energy suppliers were quizzed by MPs about support for their customers as prices rise.”
Why The Scrutiny Is Intensifying
Household energy costs are still far higher than before the 2021 wholesale price shock. Price caps have moved several times, but many families say bills remain difficult to manage. Cold weather periods magnify that pressure.
Consumer groups report rising calls for help with arrears and prepayment top-ups. The regulator, Ofgem, has tightened rules after concerns about forced prepayment meter installations in previous winters. Suppliers are required to consider customers’ circumstances before recovering debt.
MPs want to know if companies are meeting those obligations and whether support reaches people quickly enough. They are also testing whether suppliers plan new measures if wholesale markets turn volatile again.
Support Measures Under The Microscope
Lawmakers focused on practical help. That includes repayment plans tailored to income, targeted bill credits for those on means‑tested benefits, and emergency top-up vouchers for prepayment users. Some firms offer extra winter hardship funds and write off small debts for customers in severe difficulty.
Campaigners argue that policies vary too widely between companies. They want clearer rules on interest, debt collection, and the use of smart meters to monitor repayment plans. Charities also say families on low incomes need earlier interventions, not just crisis aid.
- Clear, interest‑free repayment plans tied to affordability
- Automatic support for households on certain benefits
- Limits on standing charges for low‑use customers
- Stronger safeguards for prepayment meter users
The Standing Charge Debate
Standing charges have drawn intense criticism. Low‑use customers can pay high daily fees even when consumption is minimal. MPs asked if suppliers would back changes to spread network and policy costs more fairly.
Suppliers point out that some fees are set by regulation and apply across the market. Any change would need agreement from Ofgem and government. Consumer groups counter that the current model hits those trying to save energy and those living alone.
Debt, Disconnections, And Prepayment Rules
Energy debt has grown as incomes lagged behind bills. Suppliers said they use extra checks before switching customers to prepayment. New rules require more attempts to set up affordable repayments and protect people with medical needs.
MPs asked for data on forced switches, reversals, and the number of customers on repayment plans. Transparency on outcomes is a key demand. The goal is to prevent self‑disconnection, where households run out of credit and lose supply.
Industry Pressures And What Comes Next
Suppliers face their own cost pressures from hedging, bad debt, and network charges. They warn that sudden policy shifts can raise risk premiums and, in the end, bills. But MPs stressed that executive pay and shareholder returns must be weighed against the hardship many customers face.
Analysts say the medium‑term outlook depends on wholesale gas prices, storage levels, and the pace of new renewable capacity. Efficiency upgrades and targeted social tariffs remain part of the policy debate. Any sustained fall in wholesale prices would ease bills, but support schemes will still matter for those already in debt.
The session signals stronger parliamentary oversight as winter costs bite. Firms are under pressure to expand hardship support, simplify repayment plans, and publish clearer data on outcomes. The regulator will face calls to revisit standing charges and tighten prepayment safeguards.
For households, the key steps are to contact suppliers early, ask for tailored plans, and check eligibility for existing schemes. The bigger test is whether consistent rules and transparent reporting can drive fairer treatment across the market. Lawmakers are likely to recall executives if progress stalls, especially if prices rise again in the months ahead.
