Energy Suppliers and Consumer Rights

Debate between Wendy Chamberlain and Philip Hollobone

Tuesday 25th April 2023 Westminster Hall

[Wendy Chamberlain]

I thank the hon. Gentleman for his intervention. I, too, have park homes in my constituency, and that issue has come up. At the moment, we are completely dependent on the good will and good conduct of park home owners when it comes to ensuring that those living in park homes get their rebates. We need to consider the legislative agenda. The Energy Bill, which I will come to, had its First Reading in the House today and we should certainly be thinking about that.

What I am trying to say is that contacting an MP has sometimes become the only route for constituents who seek redress; as constituency MPs, we all know that. That is widespread. We can see that something in the system is failing, which is why I secured this debate. The Government have a role in consumer protection and the energy market. Just today, two new Bills have been introduced to the House: one, the Digital Markets, Competition and Consumers Bill, is explicitly about consumer rights, and the other is the Energy Bill. Both are about making our system fit for the future. Over the last year, we have seen that the Government have a role in ensuring that the energy market is working for consumers and that people can afford to pay their bills.

I would like to outline some of the problems that my constituents have been having before I return to the question of consumer rights. Overcharging has already been mentioned. A quarter of all the correspondence that I have received has been about that, which suggests that a huge number of people in the country—thousands, if not hundreds of thousands—must have the same issue. We know that energy bills have gone up and that there has been action to help people cope, but this issue is not about that. It is about energy companies billing families huge sums of money for energy that they have not used and about families doing their best to manage the cost of living—keeping costs down, putting food on the table and keeping afloat—and finding themselves facing debts of hundreds of pounds.

The overcharging comes in two forms, and both are deeply harmful. Imagine that you are a direct debit customer who pays bills monthly, accruing credit on your account. Those payments might have gone up when you renewed your contract last year, but that is fine because you planned for it. You budgeted. It has been difficult, but you made it work because that is what we all have to do. You have done your best to reduce your energy usage to make sure you did not end the year in debt. You have done everything that you reasonably can—[Interruption.]

[Mr Philip Hollobone (in the Chair)]

Order. A Division has been called in the House. The sitting will adjourn until 4.22 pm if there is one vote and 4.32 pm if there are two votes.

--- Later in debate ---

[Mr Philip Hollobone (in the Chair)]

The hon. Member has already had seven minutes, so the debate can last until 4.55 pm.

[Wendy Chamberlain]

I will move on quickly. I was outlining some of the issues with direct debits and giving the example of someone paying by direct debit whose payments may have gone up, but who was basically managing. But imagine if, despite that, their energy provider increased their direct debit payments, without their knowledge or any discussion about it, and they only found out because their carefully arranged budget was no longer in balance—they did everything right and were suddenly in debt anyway.

That is what is happening to people. I have seen a number of cases in North East Fife. One of my constituents had £900 in credit, yet their energy supplier is taking more. This surely is not right, and it is surely not the kind of practice we would accept. I urge the Minister to call this behaviour out and take proactive steps to prevent it from happening to other families and individuals.

The second form of overcharging is arguably even more egregious. This is where customers are receiving bills from energy companies for energy they have not used. Again, we are talking about hundreds of pounds being demanded, with threats of enforcement measures and huge amounts of distress as a result. I pay tribute to my casework team, who have been working these cases and providing fantastic support to my constituents. They try to understand what went wrong, but sometimes that is very difficult, as people are dealing with an opaque system and too often being told that their energy bill is final.

We have had some success in proving that bills are wrongly being charged, but even then energy companies do not always just cancel the bill. One of my constituents paid her £700 bill for fear of enforcement measures, and not many people have that sort of money just lying around. It is a stretch. Even now, the company has repaid only £500, insisting that £200 sits in the account as credit. That is £200 wrongly taken from my constituent that ought to be paid back.

As for the causes of these issues, some of it comes down to, arguably, predatory sales calls—lies are told and cooling-off periods are not respected. Some of it seems to be errors in the system, which when highlighted ought to be corrected, not defended. A lot of it seems to come down to smart meter issues. When they work, they are excellent, but when they do not, they are simply terrible. I fear the Government are trying to run before they can walk with the Energy Bill. They are pushing ahead with the roll-out and encouraging more use of smart appliances without getting the fundamentals right first.

Let us start with something basic: smart meters need to be connected to either the internet or a data signal. My constituency of North East Fife is rural. It is not as rural as some places, but rural enough that many properties are still without reliable internet access and there are mobile signal blackholes. Smart meters simply do not work in those conditions, but energy companies are too often refusing to listen. Another one of my constituents strongly argued against having her traditional meter replaced, knowing the signal issues at her property. The energy company ignored her and did it anyway. What a surprise: the smart meter does not work. Not only is she unable to monitor her usage, but her company, E.ON, is now charging her to reinstall the old-style meter.

Other constituents are able to have smart meters and, indeed, want them to help to keep on top of their bills, but even when the internet connection is good, smart meters still break. When they break, energy companies do not seem to want to replace them. One constituent’s meter stopped working last October and, despite requesting one, has not had a replacement from SSE since. In the meantime, she cannot monitor her usage and her company cannot take readings. As a result, the company is taking larger and larger sums from her bank account based on estimates.

Another constituent—a vulnerable pensioner—has been waiting five months for a replacement gas meter. She was told that she could go outside and read the old-style meter in the interim, but she is disabled—she simply cannot do that. The list goes on, and the longest waits for replacements that I am aware of are well over a year—month after month of knowing that prices are going up and not knowing how much it is costing, and energy companies erring on the side of caution to their benefit, taking huge sums from customers. Of course, all those problems are compounded when we talk about vulnerable customers. I welcome the fact that Ofgem has a vulnerability strategy; but again, from the casework I have received, more clearly needs to be done.

I am aware of time and have not reached my main point yet, so I will be brief. Two things come through in the casework. First, billing is confusing for many people. Not only is it fair for customers to understand their bills; it is better for the market when consumers can compare bills and charges between different energy companies, as the hon. Member for Strangford (Jim Shannon) alluded to. For that, I ask the Government to consult with stakeholders and disabled people to look at putting bills into a standard form. Secondly, priority service registers are not working effectively. More needs to be done to make it easy for vulnerable customers to identify themselves to energy companies, and companies ought to be proactive in looking out for those consumers. I am sure that all of us, as MPs, have encouraged constituents to get on those lists.

The thread that links all these issues together—and the reason why I am having to help constituents with energy issues, as I am sure everyone else here too—is simply the utterly abysmal customer service and the lack of clear consumer rights. Most consumer-facing industries have some form of consumer charter or code of practice. It exists in customer service and for aviation passengers, for water consumers under Ofwat and in broadcasting under Ofcom, but it does not exist when it comes to energy. What is there is incredibly basic and not helpful for individuals at all. Energy companies are regulated through Ofgem, and one of their licence conditions is that consumers must be treated fairly—that is it. That does not tell us anything. A Q&A document from Ofgem sets out some situations where a customer could be entitled to £30 compensation, such as when their smart meter breaks and is not investigated within five working days. Considering the sums of money being charged and the waiting times for replacements, that is a completely ridiculous method of enforcement and no incentive to companies to protect their consumers.

I am not criticising Ofgem. Indeed, I welcome last week’s code of practice relating to pre-payment meters and its plans to consult on further standards. I am grateful that Ofgem spoke to me at short notice on Friday. The new system operator being set up under the Energy Bill will not help when it comes to consumer rights. Its goals are controlling cost, moving to net zero and ensuring our energy independence. These are all welcome, but leave a gaping hole when it comes to basic rights and service. Clearly, energy companies are falling far below any ordinary standard of service to consumers, and the need to keep adequate suppliers in the market means that Ofgem cannot threaten to take licences away from all of them, because bad practice is simply too widespread.

Does the Minister agree that energy consumers—that is, all of us—should have the same rights as people taking a plane or running their tap? Does she agree that the energy market can function properly only when our consumers know their rights and are empowered to enforce them? Does she agree that it is unconscionable for energy companies to be treating their consumers in the way they are today? I want every single issue from my constituency sorted out, and I hope the Minister will engage with that and the energy companies too, but we can be proactive and solve the root cause. I am asking the Government to consult on a new consumer rights charter for energy bills that will be communicated widely and where good companies can be accredited, and which will make our energy market work for consumers as well as for responsible suppliers. I look forward to hearing the Minister’s remarks.

150th Open Championship

Debate between Wendy Chamberlain and Philip Hollobone

Wednesday 13th July 2022 Westminster Hall

[Mr Philip Hollobone (in the Chair)]

I call Wendy Chamberlain to move the motion and to tee off the debate.

[Wendy Chamberlain (North East Fife) (LD)]

I beg to move,

That this House has considered the contribution of the 150th Open Championship to culture and sport in the UK.

It is a pleasure to serve under your chairmanship, Mr Hollobone, and I will try to keep the puns to a minimum. I am grateful for the opportunity to highlight the fact that golf’s most prestigious event has reached a significant milestone—the 150th playing of the Open is taking place this week at the home of golf in my constituency of North East Fife. As Member of Parliament for North East Fife, I have to declare an interest, and I refer Members to the register: not only is the Open happening in my constituency, but, as a result of the St Andrews Links Order Confirmation Act 1974—private legislation passed by the House of Commons—the local MP is designated one of the eight trustees of the St Andrews Links Trust, which manages the courses in the town, including the Old Course, where the Open is taking place. As Members will see, the Act is a culmination of the interlinked relationship between golf and the town of St Andrews, which I am proud to represent.

The 150th Open is a significant milestone, and St Andrews is very much alive to the historical significance of the championship. On Monday, the Celebration of Champions exhibition match took place to celebrate the occasion of the 150th Open, and big names from the world of golf, older and newer, including players such as Tom Watson and Dame Laura Davies, took part. I hope that many saw the picture of previous Open winners, including Jack Nicklaus, appearing on the Swilcan bridge. I have appeared on the Swilcan bridge myself with my dog, and one of the great things about St Andrews is that it is public land and open to use. On a Sunday, people can walk their dog, walk on the courses and get their picture taken in what is probably one of the most iconic places in golf history.

Jack Nicklaus won the Open twice at St Andrews, but this week he was looking on from a golf buggy and his landmark moment came yesterday. It was an honour for me to attend and see him being granted honorary citizenship of St Andrews by the St Andrews Community Council in recognition of all he has given to the sport. Jack Nicklaus is the third American to be receive that distinction, following in the footsteps of Bobby Jones—another great golfer—and, interestingly, Benjamin Franklin, one of the founding fathers of the United States.

I am in St Andrews often in my work as an MP, and in some ways, Members take the place they represent not for granted, but as what they see all the time. However, what came through strongly for me was the emotion that Jack Nicklaus and others displayed not only about the honour of receiving the award, but with respect to St Andrews as a place and what it means to golf. I am grateful to St Andrews Community Council, and to Mr John Devlin in particular, for nominating Jack Nicklaus for the award.

Yesterday, prior to the honorary citizenship event, the University of St Andrews gave honorary doctorates to a number of golfers, including Sandy Lyle, Catriona Matthew, Bob Charles, José María Olazábal and Lee Trevino. It really was a significant event for golf fans.

[Wendy Chamberlain]

I thank the hon. Lady for her intervention, and I agree absolutely. She has demonstrated not only the economic impact that the Open has on the venues that host it, but the community aspect, which is so important.

The last thing I want to say about yesterday’s event is that it was open to the public. People could apply online for tickets, and afterwards the university hosted people in a marquee; the event was treated like a graduation. There were Americans and other tourists there who had applied for tickets, but there were local people there too, and it really felt like something that people could take in and participate in. There was a procession around the town afterwards.

It would be remiss of me not to acknowledge that the first ever Open was held not in St Andrews but in Prestwick. I am sure that the hon. Member for Central Ayrshire (Dr Whitford) would have something to say if I did not mention that. That was all the way back in 1860, but golfing originated in Scotland in the first part of the second millennium, with players attempting to hit pebbles over sand dunes using a bent stick or club. Little is known about those early games, but we know that the sport grew so much in popularity that, by 1457, King James II had banned it in order to encourage Scots to focus on military activities such as archery and ensure the defence of the realm from the English. Luckily, that only lasted 45 years, and from 1502 golf was being played widely and spreading from Scotland to the rest of Europe, and from there to the world.

The events of 1860 all came about because a competition was arranged to determine the best golfer after the widely accepted champion golfer, Allan Robertson, sadly passed away. He was a legend of the golfing world. His family had lived and breathed the sport for decades, a mantle that he took on and perfected. Living in St Andrews, with a business making and selling the best golf balls, he caddied and competed in the game. Old Tom Morris, whose bicentennial the Open is marking this year, was his apprentice, and they were unbeaten when playing together. Allan Robertson made his mark in other ways, too, redesigning the Old Course and being the first to use an iron club.

The loss of that legend, Allan Robertson, led to the first competition of what is now the Open. Although it was then an invitational between eight top golfers, including his apprentice, with the winner taking home the challenge belt, it later became more widely accessible, hence the name the Open. The first winner of the challenge belt was Willie Park. The following year, the competition became open, with amateurs also invited. Amateurs can still apply, through the qualifying rounds, to take part today.

The competition changed in 1870, when Young Tom Morris won the championship three years in a row, entitling him to keep the challenge belt. That is where St Andrews comes back into play. Left without a prize, the whole competition was cancelled in 1871, before Prestwick joined forces with the Royal and Ancient golf club in St Andrews and the Honourable Company of Edinburgh Golfers to find a solution. Each club gave £10 towards a silver claret jug, which, as I hope we all know—we are all here, interested in golf—is still used today. I would argue that it is the most iconic trophy in the game.

The story is not over, though. The jug was not ready for the 1872 competition, so instead of cancelling it, the organisers gave the winner—again, Young Tom Morris—a gold medal. On Sunday, when the winners are presented, hon. Members will still hear both awards mentioned, as the gold medal is still given alongside the jug, as well as a silver medal for best scoring amateur.

The hon. Member for Central Ayrshire is not here today, but I hope that she will forgive me for saying that it is particularly meaningful that the 150th Open is being held at the home of golf, as Prestwick has not hosted it since 1925. St Andrews is so tightly wound up in the history of the game that, for many, the R&A and the Old Course are synonymous with it. The R&A first held the Open at St Andrews in 1873; in 1894, the Open was first held in England, at St George’s; and in 1951, Portrush in Northern Ireland hosted it for the first time. The competition returned there with great success in 2019. Interestingly, the Open has never been held in Wales. The R&A says that it is happy with its current list of 10 courses, but it would be lovely to see a British Open truly representative of all four nations. Hopefully the R&A can find a course in Wales to suit.

Returning to the history, the first evidence of golf being played in St Andrews is a charter from Archbishop Hamilton permitting golf in the town, in the area that is now the Old Course. What is incredible about the course is that it has always been public land. That came through very strongly to me during the pandemic. In Scotland, we were able to play golf more than in other parts of the UK, given the restrictions, and it was good to see the land in St Andrews being widely used by many people. The public nature of the land is really important. At a time when sport was often reserved for gentlemen, that a young Allan Robertson was allowed to play on the greens outside his window arguably shaped the world of golf forever. That is why the links trust is so important. I sit on the trust as an elected representative, with others. It is focused on balancing the needs of the sport with the needs of the town, ensuring it benefits the people of St Andrews.

It is not just the rules of the game or the modern 18-hole course that originate from the Old Course, although both do, but the equipment itself, which is another reason why St Andrews is so synonymous with the sport. Allan Robertson made golf balls and alongside Hugh Philip, a local club maker, formed the Society of St Andrews Golfers, later Forgan of St Andrews. It is now the oldest golf manufacturer in the world. The craftsmanship has been perfected and passed down through generations, and we see that in the worldwide demand for equipment today.

The R&A has a responsibility for standards. I visited its Kingsbarns equipment standards facility; some of the tests they do look like really good fun, to be honest! Every club is tested on behalf of the 152 affiliated organisations, and every ball is approved, every year. There is a library full of weird and wonderful clubs and golf balls.

I am proud to say that more recently our golfing tournaments have become more diverse. St Andrews hosted the women’s Open for the first time in 2007 and then in 2013. It will return in 2024, alongside the Phoenix cup, disability golf’s equivalent of the Ryder cup. Scottish Disability Golf & Curling is based in North East Fife and I have attended several events to speak with participants and discuss equipment and access needs and requirements. I am grateful to the all-party parliamentary group for golf, which hosted a SDGC session.

I think I have made it clear that the Open taking place in St Andrews is a big deal, but I will be the first to acknowledge that it has not been without issues. There is no doubt that the train strikes in Scotland and the inability to reach an agreement on pay with the trade unions until this week has had an impact. To anybody listening, I remind them that the recommendation is not to travel by train this week and to make use of park-and-ride facilities to attend. St Andrews is in a rural part of Scotland and it is difficult to get there, so get there by car early and use park and ride.

I also acknowledge that not every resident of St Andrews loves having their town full of tourists. There is definitely scope to work more closely with local communities, especially in maintaining facilities such as cycle lanes for future events, and I will certainly push for that engagement in both my roles in the future.

None the less, after the two years of the pandemic where golf tourists stayed away, hosting the Open is a significant event. It is a major employer in North East Fife. In 2016, it was found to support nearly 2,000 jobs directly. If we take into account local hospitality and other ventures, that number is far higher. Golf clubs, hotels, restaurants, shops and local attractions are the obvious local beneficiaries of the arrival of golf fans to North East Fife, but the golf tourism industry is much more than that. I spoke in this place many times during the pandemic about the lack of support for golfing-specific parts of hospitality tourism. Companies such as coach businesses, drivers taking golfers from course to course and smaller and private golf courses who benefit from golf fans but struggled to attract them as a result of the pandemic missed out on some of the support that was offered. We expect more than 250,000 golf fans this weekend and very much hope they will bring those businesses back to life.

Golf is not just about St Andrews. It is alive and well across North East Fife and beyond. That is not just member-based clubs. The Fife Golf Trust and courses such as Scoonie and Leven in my constituency are publicly run and ensure wide participation.

For a community that thrives on summer tourists even once the Open has gone, the value of being broadcast worldwide is invaluable—although that is not quite true. The value is estimated as worth up to £50 million to the local economy, which is the same amount estimated that Royal Liverpool brings to the Wirral.

Anyone who knows me—in fact, anyone who has walked through the atrium of Portcullis House recently—will know that I am more of a fan of picking up a shinty stick than a golf one. I have had a lesson and I admittedly did find that the skills of hitting a ball with a stick are transferable, but I have still not been able to find a passion for playing the sport. It is potentially too late for me or, more likely, the demands of this place keep me too busy to pick up a second sport that takes four hours to play a round. I think the family would go off their rockers at that.

Golf takes time in its traditional format and I am glad to hear that different ways of attracting people to play and different formats such as nine-hole competitions are being looked at. With golfing on everyone’s lips in North East Fife and beyond, and with so much investment in and celebration of the sport, I hope we see more young people playing. I am pleased that this is the most accessible Open we have seen for families and young people: 20% of general admission tickets have been allocated to under-25s, including to 20,000 under-16s who are able to go free of charge. That makes it clear to the next generation that golf is not just for their dad, uncle, mum or anyone else. It is a sport for everyone to get involved with.

There are other modernisations this year, such as an area filled with massive bean bags, where people can lounge and watch the big screen, which I am looking forward to. There will also be a kids’ soft-play area, and a swing zone for children to try out golfing themselves. That will ensure that golf gets a new lease of life for future generations. There is snowball effect, with the Open growing in visitor interest. This is the first year where tickets have had to be balloted, and there is already a huge demand for tickets for next year’s event in Liverpool. The ballot is open now for those who are interested.

Although I have been talking about how important the Open is to St Andrews as the home of golf, I know it is also vital further afield. I am one of 10 MPs who represent constituencies that host the Open via the current rota, some of whom are here. As with any sporting event, the Open has a ripple effect in many ways across the country. It promotes sport domestically, boosts demand for golf-related goods and services from tourists and leads to more investment and facilities.

Sheffield Hallam University did a major piece of research in 2016, supported by the R&A, looking at the value of golf to the UK economy. The results were astounding. In 2014, there were 3.883 million adult golfers, of whom more than a million and a half played at least once every four weeks. Those figures will inevitably now be higher, with population growth and the switch to outdoor sports during the pandemic. Social prescribing is also beginning to be used for those suffering mental health challenges, since playing sport is good for them. Golf has been involved in that, which is something the all-party parliamentary group on golf has looked at.

In 2014, the gross value added to the UK economy was a little over £2 billion, with almost £1 million raised in taxes. One in 500 jobs is linked to golfing in some way. KPMG broke that down further in an older report in 2011, showing that golfing leads to spending and investment in equipment, manufacturing, training and hospitality. The courses need building and maintaining by companies that need accountants and lawyers, representatives from marketing and human resources.

Through direct spending on clubs and balls, maintaining grass, and running clubs, through indirect spending on hospitality and construction and through the multiplier effect, when all those people go out and spend their income, golf is worth billions to our economy. That will only grow as participation in golf grows. I have mentioned the growth in women’s and disability golf in recent years. Golfing is for everyone. It can be enjoyed alone, with or without friends.

More and more golf clubs are ensuring that they are accessible to their local communities, clubs such as Scoonie, which I mentioned. It is a sport for all ages and abilities. It is good for the body and for the mind. The Open plays a part in that; I am so proud that North East Fife and St Andrews are hosting the 150th Open at the Old Course this year. I am hoping it stays windy, as I experienced yesterday, because that will make for a more challenging outing for professional golfers. It is an incredibly historic event, which brings huge benefits to St Andrews and the wider community. I am equally looking forward to a future of women’s Opens and the British Masters for disabled players, because St Andrews is the home of golf. It continues to welcome those who are playing, participating or spectating, and I hope it continues to do so for years to come.

[Mr Philip Hollobone (in the Chair)]

The debate can last until 11 o’clock. We find ourselves already on the back nine, because we are going straight to the Front-Bench speeches and Gavin Newlands for the SNP.

Global Vaccine Access

Debate between Wendy Chamberlain and Philip Hollobone

Thursday 13th January 2022 Westminster Hall

[Wendy Chamberlain]

I am pleased to have you in the Chair for the conclusion of the debate, Mr Hollobone. With Thursday afternoon Westminster Hall debates, there is always the pressure to get back to our constituencies, and the fact that this debate was so well subscribed shows how important it is to many Members. I thank them for their attendance.

Let us think first about what we have agreed on. We are very proud of those who are involved in the development of vaccines, and those in our NHS who are involved in the supply and delivery of vaccines within the UK. We are also all proud of the UK’s previous record as a global leader in international development.

However, our differences of opinion, which became clear in the Minister’s concluding remarks, are about whether the UK is doing enough, whether it should be doing more and how it should be doing it. In relation to the TRIPS waiver, I absolutely get the intellectual property considerations, but why do 130 countries feel differently from the UK in that regard?

I say to the hon. Member for West Worcestershire (Harriett Baldwin) that I looked at the IPU bits, and unfortunately it felt a little bit like COP26; where we have got to is the equivalent of moving from “phase out” to “phase down”, and there is clearly more to be done there. On Valneva, which the hon. Members for Kirkcaldy and Cowdenbeath (Neale Hanvey) and for Central Ayrshire (Dr Whitford) raised, if we can develop a vaccine that does not have those storage requirements, I do not know why we are not looking at that.

There was a degree of disquiet on this side of the Chamber when the Minister talked about donations. I saw somebody on Twitter say, in response to the debate, that our current approach is a bit like clearing the pantry of food that is about to expire, donating it to a food bank and feeling like a philanthropist.

Finally, there were lots of stats in the debate, and I thank the Members who raised them. As we have seen over the past few days, statistics are loved ones—they are people.

[Mr Philip Hollobone (in the Chair)]

Order. I am afraid that the hon. Lady has run out of time.

Motion lapsed (Standing Order No. 10(6)).