CAP has responded to The Scottish Government’s Proactive Help Before Crisis Survey
Key points:
- Supplier responses to customers in financial difficulty are inconsistent. Some refuse payments from CAP clients or stop contact after bankruptcy or a Debt Relief Order.
- 11% of UK adults went without electricity or gas at least weekly to save money, according to CAP-commissioned Opinium research of 2,000 adults in April 2026.
- Failed direct debits, missed payments and changes in energy use should trigger supportive engagement, not automatically be treated as evidence of a financial crisis.
- Smart meter data could help identify people in crisis earlier, including self-disconnection and unusual consumption patterns. Flags should go to trained staff to offer support, not trigger automated debt collection.
- Effective early intervention requires better coordination between energy suppliers, Ofgem, government, networks, consumer bodies and the Energy Ombudsman.
- Suppliers should offer multiple ways to access help, based on individual preferences, and improve communication with debt advisers, including through appropriate implicit consent arrangements.
