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<p>Figures on levels of personal debt associated with unpaid energy are sourced from
the Ofgem report ‘vulnerable consumers in the retail energy market 2017’. Ofgem estimates
that in 2016 the proportions of customers in debt for gas by nation were: England:
2.5%, Scotland: 2.7%, and Wales: 2.3%. For electricity the proportions are similar
with England: 2.5%, Scotland: 2.5%, and Wales: 2.2%. The average level of debt owed
at the point customers started repaying was for gas £622 and for electricity £628.</p><p>The
full report can be found at <a href="https://www.ofgem.gov.uk/system/files/docs/2017/10/consumer_vulnerability_report_web.pdf"
target="_blank">https://www.ofgem.gov.uk/system/files/docs/2017/10/consumer_vulnerability_report_web.pdf</a></p><p>When
a supplier becomes aware a customer is having difficulties paying their energy bills
they are required by license conditions to offer:</p><ul><li>A means where payment
may be deducted at source from benefits received by that customer;</li><li>Regular
instalments paid through a means other than a prepayment meter - taking all reasonable
steps to ascertain the customer’s ability to pay.</li><li>using a prepayment meter,
where it is safe and reasonably practicable in all the circumstances of the case for
the Domestic Customer to do so, and taking all reasonable steps to ascertain the customer’s
ability to pay.</li></ul>
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