"Cases about gas were up 15% this quarter compared to last quarter - notably we saw an increase in high gas bills"
Over the last two quarters we received a similar number of cases largely driven by similar underlying issues, though with some key differences.
Billing issues remain a primary driver of our case load accounting for 50% of cases this quarter. But we saw a noticeable shift in the underlying composition of cases we received. High bill cases, which increased significantly over the quarter, were predominantly driven by gas high bills rather than electricity.
Credit issues accounted for 12% of all cases, slightly down compared to the previous quarter. However, there was a jump in the number of disconnection cases across the quarter - doubling from a low in April of 25 disconnection cases up to 50 disconnection cases in June. This reversed a downward trend over much of the previous year.
Surging high bill cases may prove to be a lead indicator with higher credit and disconnection cases to follow in subsequent quarters if consumers can’t keep up with rising costs and begin to accrue arrears. It’s important for energy retailers to be proactive in reaching out to consumers with the payment difficulty supports they are entitled to.
Read on for more detail in the latest edition of Reflect. As always, you can find more data relating to our casework in the Data Hub.