Policy and Government

CAP has responded to Ofgem’s consultation on its changes to the communication rulebook. CAP welcomed the opportunity presented to suppliers to change their communications, in order to increase customer engagement levels. By allowing suppliers to innovate and design communications, customers will be able to receive more personalised information, displayed in a more concise way. CAP’s main concern is that with the lack of prescription offered by Ofgem, that some customers may not receive enough communication during their customer journey. 

We have responded to the HM Treasury’s latest consultation on cash and digital payments in the new economy. In our response we highlighted the issues many of CAP’s clients would face if the economy moved closer towards digital. We emphasised the need for cash for many people on a low income, as well as the unbanked. We recommended that the Government ensure cash points are protected as bank branches close, and that people should not be penalised for using cash for any transaction. Take a look below to read more. 

CAP welcomes the creation of the Commission for customers in vulnerable circumstances and was pleased to respond to their call for evidence. CAP has gained 21 years of experience helping those in debt and poverty across the UK and understands the challenges in encouraging consumer engagement across the energy sector. In the response we highlighted the wide spectrum that vulnerability can fall within, explaining that different people are affected and deal with the same circumstances in different ways. It is also important to remember that vulnerability is not just about customers' characteristics or circumstances, but also the market in which they are expected to operate. Read the full response below.

There has been positive progress with Ofgem’s safeguard tariff for vulnerable customers, updates of which have been published in their latest consultation. The tariff will allow 97% of customers to be served by suppliers who are using data matching, helping more people than ever to get affordable energy tariffs. Once the Government has made amendments in the Digital Economy Act, by Winter 2018/19 the Department of Work and Pensions will be able to share its data with all energy suppliers that have over 50,000 customers and those smaller suppliers who have been active for more than three years. Having fed our views back in previous Ofgem consultations, such as suggesting the tariff should include those customers receiving Tax Credits, we are happy to see our views have been listened to. 

CAP has responded to the consultation released by BEIS about the Warm Home Discount scheme, due to come into effect for winter 2018/19. CAP welcomed the increase in industry initiative from £30m to £40m, helping to increase the support available for people in fuel poverty. That being said, we did not agree with the continued reduction of provision for debt write-offs, which can so often provide people with a fresh start on their financial situation. We were also keen to highlight the current time scales for Warm Home Discount rebate, which can often be paid in spring/summer of the previous winter. This timing is often too late for many who may not have been able to afford to heat their homes over the winter. To read our full response, please click below.