Additional Customer Protection Measures for Household Electricity and Gas Customers Decision Paper 2025/26
The CRU has published a Decision on Additional Customer Protection Measures for Household Electricity & Gas Customers 2025/26.
The CRU has reviewed, as planned, the additional measures it put in place in previous years and has decided that additional customer protection measures are still needed with rising levels of arrears and increases in the levels of customers contacting NGOs for assistance. Therefore, the CRU has decided to maintain many of the additional customer protection measures first introduced in 2022, which will be reviewed again next summer, with two notable changes:
* The debt recovery ratio on PAYG meters will be increased from 10% of a customer’s vend to 15%.
* Additional requirements have been outlined for suppliers when engaging with indebted customers who may benefit from entering a repayment plan, due to increased levels of customers not being able to complete repayment plans in the past year.
These measures are in addition to the existing requirements in the Gas & Electricity Suppliers’ Handbook.
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