Bill debt soars but many don't know help is available
Summary
Millions of people in the UK owe billions of pounds on their water, broadband, and energy bills, but many do not know they can get help. The National Audit Office says more needs to be done to inform and support those struggling to pay.Key Facts
- Over £7 billion was owed to utility companies by March 2023, and this total is likely higher now.
- Many people are unaware of repayment plans and discounted social tariffs that can reduce bills for those in debt.
- Only about one-third of struggling broadband customers and 39% of water customers know about these social tariffs.
- Energy customers with repayment plans owe on average £1,000 less than those without plans.
- Household energy debt has increased by 118% since 2021, partly due to the financial impact of Russia’s invasion of Ukraine.
- The Priority Services Register, which helps identify customers with special needs, remains little known.
- Regulators Ofgem, Ofcom, and Ofwat have made progress but still need to improve communication and support for vulnerable customers.
- Some consumers report difficulty contacting companies and handling billing errors that worsen their debts.
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