Rocio Concha, Which? Director of Policy and Advocacy, said: "It is deeply worrying that PayPoint and Post Office have reported that almost a fifth of vouchers issued to prepayment meter customers in November were not redeemed before expiring - particularly given the freezing temperatures we've seen this winter. "As an urgent priority, the government and energy suppliers must work together to share best practice and quickly improve the scheme to ensure that all customers on prepayment meters - who are more likely to be vulnerable and on lower incomes - are able to access this vital support without further delay. The government should also set out a clear process for the reissuing of any expired or lost vouchers to ensure this works well for customers. "Traditional prepayment meter customers should also be prioritised in smart meter roll-outs where appropriate, so that financial support can be delivered automatically in future. If you are on a traditional prepayment meter and haven't received your vouchers or are unsure of how to redeem them, you should get in touch with your supplier as soon as possible for more information and to make sure they have the correct contact details." Notes to editors- In December, Which?, Money Saving Expert, National Energy Action, Citizens Advice and Age UK wrote a joint letter to energy firms calling on them to take immediate action to ensure traditional prepayment meter customers are able to access government support - including publishing data on a supplier level.
- Which? recently launched a campaign calling on businesses in essential sectors - supermarkets, telecoms and energy - to do more to help their customers through the cost of living crisis. More information is available
