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

Sue Davies, Which? Head of Consumer and Food Policy, said: "It's hugely concerning that a third of the Energy Bill Support Scheme vouchers sent to traditional prepayment customers still haven't been redeemed - even as the weather has turned colder. "Energy firms and the government must urgently investigate why so many customers have not yet accessed the government support available and stop at nothing to ensure that all customers on these prepayment meters - who are more likely to be vulnerable and on lower incomes - are able to access this vital support without further delay. 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 for more information and to make sure they have the correct contact details."
ENDS Notes to editors

• Data on voucher redemption rates comes from the Energy Bills Support Scheme GB: payments (December 2022) data published by the 
• Which?, Money Saving Expert, National Energy Action, Citizens Advice and Age UK have written 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.
• 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 .