Which? responds to the news that a third of traditional pre-payment customers haven't yet claimed government energy support

Rocio Concha, Which? Director of Policy and Advocacy, said: "With so many struggling to make ends meet during the cost of living crisis and energy bills due to rise again in April, it's worrying that hundreds of thousands of customers on traditional prepayment meters have not yet claimed the government support that is available. "Energy firms and the government must work with others - such as top-up outlets - to understand why so many Energy Bill Support Scheme vouchers have not yet been redeemed, and ensure that customers on these prepayment meters - who are more likely to be vulnerable and on lower incomes - are able to access government support. 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. "They must also ensure that customers on traditional prepayment meters know that they'll get the discount in monthly installments from October 2022 - March 2023 in one of the following ways: as redeemable vouchers sent by SMS text, email or post; or as an automatic credit when they top up at a top up point. "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."