Skip to main content

DNO Emergency prepayment meter (PPM) top-up vouchers for vulnerable customers

60 - DNO Emergency prepayment meter (PPM) top-up vouchers for vulnerable customers

  • Proposer
  • Proposing Company ELECTRICITY NORTH WEST LIMITED
  • Status Closed
  • Urgent No
  • Secretariat Support Richard Colwill
  • Synopsis

    The Covid-19 pandemic augmented the issue of customers not always being able to contact their supplier. As a distributor we saw a very large increase in the numbers of phone calls from vulnerable PPM customers who had been unable to get through to their supplier, particularly during evenings, weekends and Bank Holidays.

    Suppliers have taken steps so the increased volume of calls to distributor’s contact centres has now returned to pre Covid-19 levels, but where a vulnerable PPM customer had contacted Electricity North West and really needed to speak to their supplier during the evening, weekend or Bank Holiday but couldn’t contact them, we felt there was more we could do to assist our customers.