Graham lives within the UK, but cannot work resulting from several health conditions and so receives each PIP and Universal Credit. Living alone, he struggled to afford his energy bills which were £50 a month.
Nonetheless, now these have greater than tripled, and he is incredibly anxious about how he’ll cope.
Graham told Residents Advice: “I’ve asked my supplier to take the payment on a certain day to ensure that there’s money in my account, but they take it each time they need.
“After I try calling them it is so hard to get through to someone. And if I do, they mainly say there’s nothing they will do.
“There have been just a few times that they’ve left me with no money. This has meant I’ve either needed to contact my bank to get the a reimbursement or go to the food bank.
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The common time to attend on the phone to talk to a supplier has now been recorded at roughly six and a half minutes, in comparison with just below 4 minutes through the same period within the previous 12 months.
Corporations were also found to be slower responding to emails, on average replying to 62 percent of correspondence inside two days – in comparison with 66 percent through the same period in 2021.
Residents Advice assert standards have plummeted since June 2021, with thousands and thousands of shoppers deciding to shift to recent suppliers because of this of their very own provider falling short.
Energy suppliers must help individuals who cannot afford their bills, but many suppliers are combating increased demand over the past 12 months.
The charity has warned that without swift motion to tackle poor customer support, standards will only worsen.
It could create chaos come the winter, when energy bills are expected to hike over again.
Dame Clare Moriarty, Chief Executive of Residents Advice, said: “At a time when customers need all of the support they will get, it’s worrying to see service performance is the worst on record. This leaves people frustrated and in the dead of night at the tip of the phone.
“For a lot of families on low incomes, life will get even harder when the value cap goes up again in October, despite government support.
“We recognise call centre staff are working incredibly hard to reply as many calls as possible, but energy corporations must do higher.
“This could include improving support services for people struggling essentially the most. Ofgem should ensure that suppliers are following the principles, and take motion where needed.”