Ofgem has appointed Utilita Energy to take on Our Power’s 31,000 domestic customers under its ‘supplier of last resort’ process after the Scottish energy company ceased trading. Ofgem said Utilita was chosen after a competitive process. The regulator said that in taking on the new customers Utilita had “committed to make significant improvements in its complaints handling and answering of phone calls by end of March. This will improve customer service both for Utilita’s existing customers, and incoming Our Power customers.”
Utilita will take over customers from today (31 January) but customers will not be charged exit fees if they decide to switch to another supplier.
Philippa Pickford, Ofgem’s director for future retail markets, said: “We are pleased that Utilita has given firm commitments to delivering a positive customer experience. We expect them to continue building on this, to ensure a good customer experience for all customers.” For the three months to September 2018 Utilita was rated at number 28 for customer service out of 34 companies rated by Citizens Advice. Utilita paid refunds and penalties of £560,000 to Ofgem for customers service failings in November 2017.
Utilita is offering Our Power’s customers a competitive tariff and will honour all outstanding credit balances, including money owed to both existing and former customers of Our Power. Warm Home Discount customers who have already been approved by Our Power will continue to receive their payment from Utilita.
Customers with prepayment tariffs can continue to top up their meters as they had done previously with Our Power.