‘Energy companies falling far below any ordinary standard of service’ - Chamberlain

Ms Chamberlain secured the debate after she and her staff compiled examples of consistently poor customer service from energy companies. The MP has also previously written to constituents to highlight problems and offer support. Major issues reported by constituents included incorrect billing, and lengthy waits for replacement smart meters which have left constituents unable to manage their usage.

Speaking in the debate, Ms Chamberlain raised a number of cases including:

• A constituent who was £900 in credit with their energy company but whose bills were still being increased.
• Another who was overcharged and paid a £700 bill for fear of enforcement measures. The company repaid only £500, insisting that £200 remain as credit on the customer’s account.
• A constituent whose smart meter stopped working in October 2022 and has yet to receive a replacement. They say their bills are now based on estimates and are increasing as a result.
• Another who had a smart meter installed against her wishes, only for it to be unable to connect to the internet. Her energy company is now insisting on charging her to reinstall the previous meter.

Responding, Amanda Solloway, the minister for energy consumers and affordability, promised to meet Ms Chamberlain to discuss the issues she raised.

Speaking in the debate, Wendy Chamberlain discussed cases of constituents being over-charged by their energy providers:

“One of my constituents had £900 in credit, but yet their energy supplier is taking more and more. This surely isn’t right. This surely isn’t the kind of practice which we would accept. And I would call on the Minister to call this behaviour out, but to take proactive steps to prevent this happening to more families and individuals.”

The MP also highlighted problems many constituents face with faulty or unconnected smart meters:

“One constituent’s meter stopped working last October and despite requesting one hasn’t had a replacement from SSE since. In the meantime she can’t monitor her usage and her company can’t take readings. As a result the company are taking larger and larger sums from her bank account based on estimates.”

Highlighting the lack of a consumer charter or code of practice for the energy industry:

“Clearly energy companies are falling far below any ordinary standard of service to their consumers. And the need to keep adequate suppliers in the market means that Ofgem can’t threaten to take the licenses away from all of them. Bad practice is simply too wide-spread.”

Speaking after the debate, Wendy Chamberlain added:

“I was glad to be able to raise so many of the problems faced by my constituents in the debate today, but the reality is that I want their issues to be solved. The current, abysmally poor service on the part of many energy companies means that is far harder than it should be. That’s why the government needs to step in and fix the broken system by bringing in a new consumer rights charter for energy customers.”