Suppliers have obligations under Section 8 of the Gas and Electricity Complaint Handling Standards) to deal with EHU complaints

Any supplier generating EHU complaints will be assigned an EHU Supplier Performance Lead who will regularly engage with them to discuss operational needs and complaint trends

We participate in the Tripartite process (link to Tripartite diagram ) with Ofgem’s compliance and enforcement teams alongside Citizens Advice and the Energy Ombudsman

We have a duty to refer compliance concerns to Ofgem under Section 14 of the CEAR Act however, will always engage with suppliers before doing so

We host regular supplier liaison meetings for both the domestic and non-domestic energy sector

We collaborate with industry to share good practice particularly around supporting consumers in vulnerable situations and will challenge areas of concern when necessary

We can provide suppliers with access to the EHU portal to monitor their EHU case volumes and progression

If you are an energy supplier and need to get in touch please