Press statement

Which? responds to the news that a fifth of Energy Bill Support Scheme vouchers for traditional prepayment customers still haven't been redeemed

2 min read
Press Team

Rocio Concha, Which? Director of Policy and Advocacy, said:

“While we welcome efforts from the government and energy suppliers to increase the redemption rate for Energy Bill Support Scheme vouchers, it's worrying that a fifth of vouchers still haven't been redeemed. This means that many customers on traditional prepayment meters - who are often on lower incomes - are missing out on much-needed financial support. 

"It's essential that in the scheme's final weeks, the government, energy suppliers and top-up outlets pull out all the stops to raise awareness of the scheme, and do everything possible to reach customers who are still struggling to redeem their vouchers or are unaware of the scheme. 

"They must also make sure customers know that they can still get any lost, missing or expired vouchers reissued and redeemed until 30th June 2023, and ensure the reissuing process is as quick and easy as possible for people."

ENDS

Notes to editors

  • Which? launched a campaign in the autumn calling on businesses in essential sectors – supermarkets, telecoms and energy – to do more to help their customers through the cost of living crisis. As part of this, Which? has been campaigning for the government and energy suppliers to improve the Energy Bill Support Scheme for traditional prepayment meter customers. More information is available here.
  • 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.