Energy Bills: Self-disconnection

(Urgent Question): To ask the Secretary of State to make a statement on the levels of self-disconnection from power sources and on Government support for energy bills.

As I set out to the House on Monday, the Government recognise the importance of protecting customers, including those on prepayment meters. This weekend, the Secretary of State set out a five-point plan on prepayment meters. He wrote to energy suppliers, calling on them to take every step to support consumers in difficulty, particularly those who are at risk of self-disconnection. The Government want to see a much greater effort from suppliers to help consumers in payment difficulties, including offers of additional credit, debt forgiveness or debt advice. As the hon. Member for East Lothian (Kenny MacAskill) will be aware, Ofgem, as the independent regulator, is in a position to direct suppliers in a way that the Government are not.

The Government understand that this is a difficult time for many families. That is why we have put in place unprecedented cost of living support. It is easy to take that for granted, but it is extensive. It includes the £400 discount under the energy bills support scheme, which has been appearing on electricity bills since the October bills arrived this winter, as well as the energy price guarantee, which does not need any form of application process and directly subsidises energy bills for the typical family this winter to the tune of an additional £900, with equivalent support in Northern Ireland. The Government are also committed to supporting those households without a relationship to a domestic energy supplier with a £400 discount under the energy bills support scheme alternative funding, with eligible households able to apply from 27 February.

It is critical that this support reaches consumers, which is why the Government have also urged suppliers to take action on increasing the number of vouchers being redeemed under the Government’s energy bills support scheme and why we have published a list of supplier redemption rates. We want to encourage suppliers to compare themselves with their rivals and look to do as well as the best, showing which ones are meeting their responsibilities and which need to do more.

A parliamentary answer on Tuesday disclosed that around 66,000 households in Scotland and 660,000 across Britain had self-disconnected from smart meters in the third quarter of last year. Self-disconnection is a euphemism for simply being unable to afford to heat or power your home. It is as pernicious as the term “collateral damage” is in war. Those afflicted by self-disconnection and all its misery are also civilians, but we are at peace, not war. These figures are for a quarter before prices rose and temperatures dropped. They are also only the tip of the iceberg. The numbers are far greater, as these figures do not cover those on legacy prepayment meters, the numbers of which are substantial, with almost 2 million in the UK and 300,000 in Scotland. They apply to those that operated before smart meters were brought in and they will substantially increase the numbers so tragically afflicted.

In an energy-rich country, fuel poverty is an obscenity. Given this heartless cruelty in a cold winter, will the Minister, first, end the forced installation of prepayment meters forthwith? Secondly, will he immediately abolish the perverse higher standing charges and tariffs for prepayment meters? Thirdly, will he as a matter of urgency bring in a social tariff for the poorest and most vulnerable?

I thank the hon. Gentleman for his questions. He rightly raises the issue of those who are self-disconnecting. I think we can be proud of the fact that the numbers of people who were physically disconnected from power and heat last year were in single figures. The installation of prepayment meters has to be an absolute last resort. We must insist that people do not end up being physically disconnected from an energy supply. It is important to highlight that all suppliers are required to offer emergency credit when the meter runs out. This should give consumers enough time to top up their meters. Traditional meters have an automatic setting that allows for a set amount of emergency credit to be used after the customer is notified that the topped-up credit has been used.

As I have said, we are committed to having the right regime in place. In 2009, there were issues around the additional costs of prepayment meters. Ofgem had responsibility for supervising that at that time, as it does now, and it looked into the issues and brought in a regime to ensure that any costs and charges were commensurate with the actual costs of delivery. To a certain extent that has all been superseded by the energy price cap brought in by this Government, which limits the amount that anyone can charge for their energy.

It is excellent to have such a high-calibre Minister in such a crucial role. At Prime Minister’s questions I raised the issue of the energy bills support scheme, which has helped 99% of my constituents. I am interested in the report that identifies the worst and best performers on prepayment vouchers. The Minister said that he was going to meet some of those people today. Will he name and shame—and praise—people on that list and try to get those right at the bottom at least up to the median level, if not into the top quartile?

I thank my hon. Friend for his kind words. We are absolutely focused on that, and we all have a role to play in increasing awareness of the vouchers, which are so valuable to people. We want to see more being redeemed, and the numbers are going up consistently. We have published the list of suppliers and we have already brought them together so that they can share best practice. I wanted to publish the list so that it could be seen not only by the House but by the suppliers’ chief executive officers, who I hope will talk to their teams about why they are lower down the list. If all of them, all of us in this House and everyone in the voluntary and other sectors and in local authorities do everything possible to raise awareness, we can lift the number of people who get that help, to which they are entitled.

I call the Opposition Front-Bench spokesperson.

One way or another, there are more than 3 million households on prepayment meters. With the rapid rise in prices and the continuing energy crisis, they are now all at risk of unseen disconnection, because they simply cannot afford the huge bills and constant meter top-ups they are facing. Energy companies know this, and they do not want to be saddled with account customers in distress, so we have seen 500,000 warrants obtained, particularly over the last year—18% up on previous numbers—to drive customers in trouble with their accounts into forcibly having prepayment meters installed in their homes, whether they want them or not. Customer disconnection is then not the problem for the energy company or the Government thereafter. For most customers, the energy companies can simply change the supply of smart meters from credit to prepay without a warrant being issued.

What are the Government doing about all this? Polite letters are not enough. Will the Minister now enforce measures to ensure that the energy companies stop issuing warrants and switching smart meters to prepay mode while prices remain high and the energy crisis continues? What are the Government actively doing to seek out and help those who have self-disconnected and are now energy destitute?

The Government have said, and will no doubt say again today, that help is on its way in the form of Government support for energy bills, yet precisely the customers most likely to self-disconnect are getting much less help than they should. As the Minister has said, 30% of the vouchers available to customers on prepayment meters remain unclaimed, for a variety of reasons. And the alternative help scheme devised for those who indirectly pay their bill, whether they live in park homes, communal buildings or district heating schemes, has simply not arrived. It was expected in December and then January, but we now hear it will not be active until the end of February—five months after account customers started to get assistance.

Those who know the hon. Gentleman will know he is normally better than that. He knows, because we talk about it, just how hard the Department is working to make sure we get these things in place. We are proud that we got the EBSS discount out to an unprecedented 29 million people. I make no apology for prioritising getting the bulk of it out there.

The EBSS alternative funding sounds simple, but it is not. It is a novel scheme with ambitious timescales. It is a complex cohort with a range of different energy arrangements, including off grid, direct to commercial and via intermediaries. [Interruption.] The hon. Member for Newcastle upon Tyne Central (Chi Onwurah) chunters from the Front Bench, but she should recognise the complexity of this challenge.

When we were looking at February delivery for the portal, I challenged it. A few days ago, I met the four pilot local authorities, which are across the devolved nations of Great Britain, to talk about the situation. We must make sure that we sort out all those complexities because, if we do not get it right first time, the pilot authorities say it would delay payments to consumers. My priority is to get funding to people as quickly as possible.

Where people are not already receiving the main EBSS, we have to look after public money by making sure their bank accounts are verified and legitimate, and that they live at the address. Those records are held across Government, local authorities and banks, so a complex case-management system is required. Local authorities need to be able to access the system securely, which requires multi-factor authentication, and some local authorities do not have the ability to implement that quickly. Robust fraud checks are necessary in an application-based system, to which there is no alternative for this group. Each iteration of the application process needs to be tested.

This Government have given huge energy bill support to businesses and households this winter. Although I fully understand the complexity of the situation for park homes, what reassurance can my right hon. Friend give to the multiple residents who have contacted me, from Mill on the Mole near South Molton and from Berrynarbor Park near Ilfracombe, that everything possible is being done to get energy payments to them as rapidly as possible? MPs know where their park homes are. If there is anything I can do to deliver this support locally, I would be more than happy to assist.

My hon. Friend is right that identifying the location of park homes might sound relatively simple, and I hope I have made it clear that there are levels of complexity that have to be dealt with. We are doing everything possible to ensure this is done as quickly as possible. Because of council tax bills, this is the busiest time of year for the local authority staff who deal with this. We must have a system that stands up, is robust and delivers on time.

As might be expected, I pushed back in every way possible to see if we could open the portal in January, but we could not do so without risking the confidence and support of those local authorities. We will make sure that we have it in place and that we deliver it in the right way.

For months, my hon. Friend has rightly made sure that my focus has remained on this issue by reminding me of her constituents and their need for this help.

I call the SNP spokesperson.

Come April, 8.4 million households will be in fuel poverty—that is almost a third of all households—and talk of capping average bills at £2,500 or £3,000 a year means nothing to people who cannot afford to pay their bill or top up their meter. People on prepayment meters are penalised with higher standing charges, so those who either choose or are forced into not using energy build up debt from these standing charges. Imagine getting into debt despite not using energy.

These people are more likely to have disabilities or suffer ill health. They are more likely to die prematurely and to have mental health issues due to the struggles of daily life. I do not know what their life is like, and I know for a fact that the Government cannot claim to understand what their life is like. We now need a proper social tariff and a further energy bill support package as a priority.

Much more needs to be done to ensure the vouchers are redeemed, rather than the Government just asking the companies to publish data and urging them to do more. The Government need to put in place a temporary ban on the forced installation of prepayment meters. Is it not a disgrace that energy-rich Scotland’s Union dividend is people who are unable to turn on their gas when Scotland is a net exporter of gas?

The hon. Gentleman said this support has absolutely no meaning, or something close to it. The meaning for those on benefits has been £800 of additional cost of living support, on top of the £400 EBSS support and the £900 of support organised through the Treasury. This is real support. The cheap rhetoric we have heard from the Scottish nationalists might be typical, but even so it is disappointing.

The hon. Gentleman says we need to do more than just urging suppliers to do more and to publish data. There is an application. People have to take up their vouchers, and they have to use them. I am all ears to any contribution he would like to make on how to build that up, because the whole of society—families, community groups, MPs and political parties—has to get the message out to people about these vouchers. I am confident that they are being sent out by the suppliers, so we have to encourage people to cash them in at a time when they need them most. There is always a danger that the people who need it most—we do not have the data—may be the ones least likely to use it. [Interruption.]

The hon. Member for Kilmarnock and Loudoun (Alan Brown) can make cheap points and shout at me from a sedentary position, or he can engage seriously and properly by trying to do everything possible to get a system that makes sure people get the help they deserve. That is what I want. If he thinks there are any practical steps that we should be delivering immediately, he should say so.

We have said that we will look at a social tariff and at how vulnerable people are looked after, but we have to look at it in a considered manner. I am proud of the support that the Government have put in place, and I believe it stands up internationally. We are determined to support people, particularly the most vulnerable, so that they do not suffer at a time of extreme energy stress.

Across the country and in the Kettering constituency, everyone should be benefiting from the energy price guarantee, which saves the average household £900 this winter on their bills. Everyone should be getting the £400 energy bills support scheme in £66 or £67 monthly payments. Those in bands A to D households should receive £150 council tax rebate. What extra are the Government doing for the 8 million lowest income households, most of whom are on universal credit, pensioners and disabled people who are most likely to have need for prepayment meters?

As my hon. Friend will be aware, there is a series of programmes to support people in those positions, and £800 for all people on benefits in addition to the sums that he has already itemised for the House.

The Minister prays in aid the money that is being given to households across the country, and I acknowledge that that is a significant amount of money, but it is not working, is it? One prepayment meter is issued every 10 seconds. Millions of people live in fuel poverty. My constituent, for example, is disabled and trapped in his house. He had a prepayment meter imposed on him, but no voucher. He was left in freezing cold conditions in the run-up to Christmas. That just is not acceptable. I am afraid to say that polite letters from the Secretary of State or cups of tea this afternoon with the Minister will not hack it. Does he agree that it is time that the Government took legal powers to intervene directly in the energy market in order to protect the people of this country?