I’m in credit with Our Power – will I get it back?
Yes, Ofgem says all credit balances will be honoured. You can continue to use this to offset future energy use, or request a refund.
If you’d left Our Power prior to it stopping trading and are owed credit, this will also be honoured.
I owe Our Power money – what should I do?
Current and former customers who owe money, or are in debit to Our Power, should wait to hear from Our Power’s administrators.
Utilita vows to improve complaints handling
Last September, Utilita was one of 11 energy firms that were rapped by Ofgem over how it handled complaints.
It responded at the time by saying it took on board “any legitimate criticism” and that it “had already begun overhauling” some of its processes.
Ofgem says that Utilita has committed to making significant improvements to its complaints handling and answering of phone calls by the end of March – making it easier for customers to contact the supplier.
What does Ofgem say?
Ofgem’s director for future retail markets Philippa Pickford said: “Utilita has agreed to absorb the costs of taking on these customers and outstanding credit balances, which means the extra costs will not fall on the industry or households.
“Utilita will be in contact with customers over the coming days with further information. Once the transfer has been completed, customers can shop around for a better deal if they wish to.
“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.”