Help for CEVs in paying energy bills

The government have issued the following advice to residents classed as CEV who are shielding and may be worried about keeping up with the payment of their energy bills:

'We have been hearing from you that some CEVs are concerned about paying their bills, particularly over winter. Our policy team have been liaising with BEIS and Ofgem on this issue and we’re pleased to confirm that CEVs fall within the definition of ‘customers in a vulnerable situation’, as set out in Ofgem regulations. As such they can be added to Priority Services Registers held by energy suppliers, to become eligible for additional support.

The support available varies depending on the supplier but includes accessible billing; safety measures when someone from the energy supplier needs to enter their home; pausing debt repayments; stopping disconnections; and sending prepayment top ups if they cannot leave the house.

While energy suppliers have a duty to proactively identify their vulnerable customers, they will not receive SPL data and should instead use their usual communication channels with their customers to identify anyone additional who wishes to be put on the register.  

CEVs themselves can contact their energy supplier if they want to be added to the register, and they should not need to provide evidence of CEV status. We will also be updating the Shielding guidance on to signpost CEVs to this information shortly, as follows:

You can also access additional support from your energy supplier. Energy suppliers are required by the regulator, Ofgem, to hold a register of customers in a vulnerable circumstance, called a Priority Service Register. If you are clinically extremely vulnerable you can be added to this register. For information about how to be added to the register and the additional services your supplier can provide you, please visit Ofgem’s website.'


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