Ofgem report criticising way Good Energy deals with vulnerable customers slammed by firm’s boss

November 24, 2022

The CEO of 100% renewable electricity supplier Good Energy has hit back at a report by industry regulator Ofgem which claimed it was failing vulnerable customers.

Chippenham-headquartered Good Energy was among 17 energy suppliers told by Ofgem to improve their customer service ahead of what will be a costly winter for many consumers. 

Its review pointed to failings such as setting debt repayments so high that customers could not top-up their pre-payment meters

Good Energy was named by Ofgem as one of five suppliers with “severe weaknesses”.

But Good Energy CEO Nigel Pocklington, pictured, said it was disappointing that Ofgem had “once again published a verdict part way through the evidence-gathering process”.

He added: “Despite providing Ofgem with extensive information which addressed their concerns, it is regrettable that this publication does not account for this.

“Good Energy has an excellent record of taking care of vulnerable customers – including being independently assessed before joining Energy UK’s Vulnerability Commitment which aims to continually improve support – and we will be considering our actions off the back of this report.”

Speaking about its report, Ofgem chief executive Jonathan Brearley had said customers faced “pot luck” when calling their energy provider for help, and that making the service consistent was an urgent priority for him.

The review, Ofgem's third into suppliers’ treatment of their customers, required suppliers to give evidence on identifying and keeping records of customers in a vulnerable situation, and whether they were added to a priority register for help.

Good Energy, which was founded in 1999, buys electricity from 1,700 independent generators across the UK, providing wind, biogeneration, solar and hydroelectric power.



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