Oral Answers to Questions
Debate between Drew Hendry and Amanda Solloway(6 months ago)
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Amanda Solloway
The hon. Lady makes an important point. Of course, the price cap is an issue for Ofgem. However, I would be interested to hear some of her suggestions and I am always happy to have a meeting on that particular subject.
Drew Hendry (Inverness, Nairn, Badenoch and Strathspey) (SNP)
Fuel and extreme fuel poverty across the highlands and islands is higher than anywhere else in the UK, yet families there are forced to pay the highest electricity standing charges in the UK—50% more than in London, for example. That is despite the region exporting in excess of six times the amount of renewable electricity that it uses. When will the Government introduce a highland energy rebate to ensure fairness for people across the highlands and islands?
Amanda Solloway
The hon. Gentleman will know that we have had many conversations about this subject. One of the things that the Secretary of State and I have been doing is talking to Ofgem to make sure that it is looking at the standing charges. That has led to a call for input, which has recently had over 30,000 responses.
Energy Rebates: Highlands and Islands
Debate between Drew Hendry and Amanda Solloway(8 months, 3 weeks ago)
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The Parliamentary Under-Secretary of State for Energy Security and Net Zero (Amanda Solloway)
It is a great pleasure to serve under your chairmanship, Mr Paisley. I thank the hon. Member for Inverness, Nairn, Badenoch and Strathspey (Drew Hendry) for securing this incredibly important debate, and I thank other hon. Members for attending. Although we are a small group, they have made their cases very powerfully.
I will go through the main issues one by one. Standing charges have been the thread running through the debate. The hon. Member made a powerful point about how standing charges for residents of the highlands and islands are too high. As hon. Members will probably know, the setting of standing charges associated with each tariff is a commercial matter for suppliers, which have flexibility to structure tariffs. However, Ofgem has launched a call for input on standing charges, which closed in January and has so far received more than 40,000 responses. We are looking at how standing charges are applied to energy bills and at what alternatives should be considered. Ofgem is currently analysing the responses and will publish in due course.
It should be noted that suppliers can offer low or no standing charges. As wholesale energy prices are coming down, competition is coming back to the market and consumers are able to access different tariffs.
Once the findings have all been put together, I am very happy to get together to further discuss how we can use them. I recognise that the price of standing charges for highland and island households is an important issue for all hon. Members, and it would be useful to discuss that in more depth on an ongoing basis. The importance of discussing these matters with Ofgem was mentioned earlier; I assure all hon. Members that I have been putting pressure on Ofgem to address all these important issues.
Drew Hendry
The Minister is always very thoughtful and considerate about these issues, and she wants feedback, but people in the highlands and islands need action. I think I am hearing from her that she agrees with the principle that it is fundamentally wrong that people in the highlands and islands are paying more in this way. Is that indeed what she is saying? Is she determined to address that injustice and to get something done about it with Ofgem?
Amanda Solloway
The point I am making is that we are looking at the standing charges, which are the one thread that has run through everybody’s speeches and comments today. We need to ensure that the standing charges are fair. We do not know what the findings will be, but I suspect that among the 40,000 responses— I think it is probably nearer to 44,000—there will be a lot to take into account, including looking at how we adjust the standing charges.
Amanda Solloway
I thank the right hon. Member for his intervention. These are the kinds of things that we are working through as we respond to the net zero challenge.
Hon. Members have quite rightly talked about the geographical challenges of electricity supply in northern Scotland, such as the area’s size, poor weather conditions, sparse population, mountainous terrain and the need to supply multiple islands. Inevitably, these challenges mean that the costs of distribution are much higher than for other regions in Great Britain. Hon. Members have made that point very clearly.
I also acknowledge that the highlands and islands produce high levels of renewable electricity, although that does not remove the challenges of distribution. We will be looking at that issue.
The hydro benefit replacement scheme provides annual assistance of about £112 million to reduce distribution charges for domestic and non-domestic consumers in the region. That equates to a reduction of about £60 annually per household.
Drew Hendry
The Minister knows what I am going to say: with the bills that we are talking about, the £60 that she is talking about does not touch the sides for the people affected. I know she knows that, because I have said it to her before. What we need is an overhaul. We need a rebate that actually makes sense to people and has an impact on their bills. That is exactly what this debate is about: getting a highland energy rebate. If the Government want to use the scheme as a basis for doing so, that may be workable. I hope that the Minister will take that point away. Every little helps in a way, but the scheme really does not touch the sides for the people who are suffering this injustice.
Amanda Solloway
The hon. Gentleman is right. He has made that point clearly on several occasions, and I am prepared to discuss more fully the highland energy rebate paper that I have been sent.
I turn to energy prices and support. Despite the rise in standing charges, energy prices have fallen significantly since the winter of 2022-23. The 2024 quarter 2 price cap of £1,690 is 60% lower than the 2023 quarter 1 price cap peak. It is important to note that the Government reacted quickly to support households last winter. About £40 billion was delivered to support households and businesses, an average of £1,500 per household between October 2022 and June 2023. We delivered £40 billion to support households and businesses last winter, with a typical household receiving £1,500 in support between October 2022 and June 2023. Many highlands and islands households off the gas grid also benefited from the £200 alternative fuel payment schemes.
Despite the fall in energy prices since the winter of 2022-23, the Government have continued to support households. We are delivering a package of support worth £104 billion—an average of £3,700 per household—between 2022 and 2025.
Debt is an incredibly important challenge at the moment. Although we are doing a lot to help households, we know that some have fallen into energy debt. We want to support them to ensure that consumers do not fall into further debt. Last year, Energy UK announced a voluntary debt commitment: 14 energy suppliers announced their collective commitment to go above and beyond the current licensing conditions to help households with their energy bill debt. Those energy suppliers will aim to provide immediate assistance to those in debt and will arm people with knowledge and resources to empower them to manage their bills more effectively. For assurance, I regularly meet stakeholders such as Citizens Advice to discuss what can be done to address consumer debt. I welcome further input from hon. Members on the issue.
Oral Answers to Questions
Debate between Drew Hendry and Amanda Solloway(1 year, 7 months ago)
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Amanda Solloway
I applaud the work my hon. Friend does to support businesses in his constituency such as the Kitchen Croxley. I understand times are tough for many small businesses, which is why the Government have implemented the energy bills discount scheme, to take effect until April 2024. Businesses fixed into more costly long-term contracts are more likely to receive the energy bills discount scheme payment support due to how the baseline discount is calculated.
Drew Hendry (Inverness, Nairn, Badenoch and Strathspey) (SNP)
An effective way to give consumers energy bill relief would be to stop energy companies seeking to increase direct debits while they are holding on to reasonable amounts of credit that belongs to consumers—money that they could use elsewhere. Can the Minister update us on what conversations she has had with Ofgem to ensure that it regulates for that practice, and will she support Members coming to the It’s Your Money campaign in Committee Room 11 at 2.30 this afternoon to show their support for getting that change?
Amanda Solloway
That was an excellent plug by the hon. Member. He will know that I have been engaging with stakeholders—a whole range of stakeholders—including, of course, Ofgem.
Energy Suppliers: Customer Credit
Debate between Drew Hendry and Amanda Solloway(1 year, 9 months ago)
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Westminster Hall is an alternative Chamber for MPs to hold debates, named after the adjoining Westminster Hall.
Each debate is chaired by an MP from the Panel of Chairs, rather than the Speaker or Deputy Speaker. A Government Minister will give the final speech, and no votes may be called on the debate topic.
This information is provided by Parallel Parliament and does not comprise part of the offical record
The Parliamentary Under-Secretary of State for Energy Security and Net Zero (Amanda Solloway)
It is a pleasure to be here. I thank the hon. Member for Inverness, Nairn, Badenoch and Strathspey (Drew Hendry) for securing the debate and for meeting me yesterday to discuss the matter. That was important for me, because I am new in the role and it is important to have our eyes wide open when we take such a role on. I want to make it clear that the customer has to be at the heart of all we do. If there is any point to which I am unable to respond, given my newness in the role, I am happy to write to hon. Members.
The Government welcome steps to increase customer awareness and engagement. We believe that energy suppliers need to ensure, now more than ever, that customers do not build up large credit balances. Suppliers should not be sitting on money that is not needed to pay for the energy that a customer is using. An account might move between credit and debit over the course of a year, in line with energy demand, but accounts should not build up an excessive credit balance. I concur with the hon. Member: it is the customers’ money.
The Secretary of State for Energy Security and Net Zero wrote to the energy suppliers in November and urged them to ensure that their IT systems are more responsive to changes. I note the point about the app; I had not heard about that, but we will look into it. The Secretary of State called on suppliers to ensure that direct debits are more accurate and that customers do not end up with large credit balances on their accounts. He has also urged Ofgem to ensure that suppliers are complying with the rules.
Ofgem requires energy suppliers to review their customers’ direct debit arrangements at least once a year. Most review them twice a year. As the hon. Member for Inverness, Nairn, Badenoch and Strathspey has mentioned and has noted in his campaign, it is important to have accurate and regular meter readings. That is easily done by having a smart meter fitted so that readings are sent automatically to the supplier and stored electronically. I note, and will look into, the comments about smart meters not always being fit for purpose.
With the combination of a smart meter and an online account, customers and suppliers both have an accurate and up-to-date record of energy usage to hand. That is one of the most effective ways of ensuring that direct debits are at the right level, but I note the examples of customers not finding it to be the easiest of things. I have been reflecting on my father, who will not like my admitting to his age of 88; it is certainly a problem for older customers and others who will not necessarily have access to the app or the IT, so I will look at that. Elderly customers and those who are less able to engage have a dedicated helpline run by the supplier or the citizens advice bureau. However, I understand from my conversation yesterday with the hon. Member for Inverness, Nairn, Badenoch and Strathspey that customers might not always know that, so we need to look into that.
In August 2022, Ofgem changed the licence conditions on suppliers to ensure that direct debits are based on the best and most current information available in all cases. The tightening of the licence conditions should reduce the likelihood of suppliers accruing excessive credit balances. Ofgem requires suppliers to explain the reasons for any changes that they make to a customer’s direct debit arrangement and to inform them of any change at least 10 days in advance. A customer may challenge a proposed increase and ask for a revised level. However, as has been acknowledged in today’s discussion, that option is not always readily available and the customer may not always recognise that it is there, so we need to reach out to ensure that they know how to ask for it.
A customer can ask their supplier to refund a credit balance at any time. Suppliers must do so promptly. If a supplier refuses to give the customer a refund, it must explain why it is unable to do so. If the customer is not happy with the situation, they should lodge a complaint with the supplier. I am aware that there are often complaints about suppliers increasing direct debit amounts; I have said as much to the Secretary of State, who has urged improvement. We must ensure that refusal by suppliers is not allowed. My understanding is that suppliers have so far not refused to refund a credit balance. I discussed the matter yesterday with the hon. Member for Inverness, Nairn, Badenoch and Strathspey, but I am happy to look into it more fully.
If a customer remains unhappy with the outcome of their complaint to their supplier, they can reach out to the energy ombudsman. Ombudsman Services, an independent body that provides dispute resolution and is free for customers, can investigate and where appropriate oblige the supplier to rectify the situation. Customers can also contact their supplier at any time to request a review of their direct debit arrangement. The review should be based on their annual consumption, using actual data or, where that is not available, estimated data. Customers can often change the direct debit themselves via the supplier’s website, over the phone or via their bank. However, it is much better for the supplier to get it right in the first instance, and that is what I want to see.
As has been acknowledged, the advantage for customers of paying for energy with a fixed direct debit or standing order is that they pay the supplier the same amount at regular intervals—usually monthly—irrespective of how much energy they have consumed. Customers typically build up a credit balance on their account over spring and summer because they use less energy for heating during those warmer periods. The credit balance is then drawn on during the colder autumn and winter periods, when more energy is consumed. Actual energy use will vary and is dependent on weather conditions. We must be mindful that this is the customer’s money we are talking about.
Drew Hendry
It is important to clarify one thing. There is no dispute that energy suppliers, if pushed, will return credit balances, but “if pushed” are the active words. Many of my constituents have told me that there are sometimes barriers to getting their money back. “You don’t want to do that, do you? You should really take a smaller amount”—that is the message. As I commented earlier, Ofgem seems to be missing on the issue.
Amanda Solloway
I noticed that point in the hon. Gentleman’s speech. Maybe we should look at whether there could be some automatic repayment. I believe that that has been looked into before, but I am certainly prepared to do so and to give an assurance on that.