Further payment arrangement provided

A customer, a single parent with several dependants, complained to the Energy and Water Ombudsman about a high electricity bill, due to historical debt and ongoing affordability issues. While regular payments were being made, they were failing to cover ongoing consumption.

Following the investigation by the Energy and Water Ombudsman, the Retailer agreed to a more affordable instalment plan and a partial debt waiver to match payments previously made by the customer, as well as ongoing customer support. The customer also undertook to continue to make payments and the Energy and Water Ombudsman referred them to energy saving tips on the Retailer’s website in order to moderate ongoing consumption as far as practicable.