Age Scotland calls on energy suppliers to improve service to older customers

Age Scotland has urged energy suppliers to improve their service to older people as a matter of urgency after an Ofgem report found many vulnerable customers were being failed by providers.

Tens of thousands of older people could be severely affected by poor service, at a time when many are struggling to pay soaring energy bills as the cost of living crisis deepens.

Our energy survey found that:

• Common reasons for older customers trying to contact their energy supplier were for basic help, including assistance with meter readings, billing, tariff information and assistance due to financial concerns.

• Just 45% found it straightforward to contact their energy supplier and only 46% were satisfied with the length of time it took to get in touch with their supplier.

• The survey also highlighted there is a lack of awareness of energy schemes and advice services and a need to raise awareness amongst older people so that they can get the help and advice they need.

Age Scotland provides energy advice for older people and those who support them through free online and face-to-face workshops, funded by SGN. Our workshops enable older people to get a better understanding of their household energy use, supporting them to stay warm and save money on their bills, and helping them to be prepared if they experience a power cut.

Free energy advice workshops

Our Heat your home for less workshop enables older people to get a better understanding of their household energy use, supporting them to stay warm and save money on their bills. Topics include:

• The cost of running some appliances

• How insulation and draught proofing can help

• Financial help with energy costs

• The Priority Services Register

• Future options for heating

Our Preparing for a power cut workshop enables people to be prepared in the event they lose power. It covers:

• Making an emergency plan

• Preparing an emergency survival kit

• Interruptions to gas supplies

• Flooding

• Knowing who can help

Sign up to our workshop!

New workshops will be coming in April, looking at electric vehicles and a more in-depth look at future heating options.

To book a workshop, visit age.scot/energyadvice or call 0333 323 2400.

Workshops are free and provide useful information for older people and those who support them. If you are involved with a community group where people are worried about energy and would like us to visit, contact us on rightstraining@agescotland.org.uk.