Vulnerable customers miss out on critical support amid rising debt, MPs warn

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A parliamentary committee inquiry found current procedures rely too heavily on customers willingly repeating personal financial information, which many are “fearful” of doing.

The public accounts committee (PAC) also found regulators did not have a “comprehensive view” of how much customers owe despite early intervention being a key way to limiting the impact of arrears.

Household debt is expected to grow as energy and water bills rise again this year, with £7.2 billion owed in arrears to the water and energy as of March 2025.

MPs said regulators Ofgem, Ofwat and Ofcom should focus more on pushing companies to boost discounted social tariffs and other support for low-income consumers.

Just 6 per cent of water customers in England and Wales are on a social tariff while many millions more could be eligible, the PAC said. For broadband customers this number is less than 9 per cent.

And only 13 per cent of energy and water consumers have accessed additional needs support for communication, safety and access, despite nearly half of households estimated to be eligible.

PAC chairman Sir Geoffrey Clifton-Brown said: “Bills are increasing. Energy debt is correspondingly rising. 

“We are in the midst of a continuing cost-of-living crisis, with little sign that the lookout globally will become any more forgiving for the vulnerable any time soon.”

But, he added: “There is nothing unavoidable about energy, water and broadband consumers being allowed to drift into debt through poor communication and co-ordination from and between suppliers, regulators and the government.”

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