Almost a million over 65s suffer in silence with energy firms

Hundreds of thousands of older people are experiencing incorrect energy charges, supply issues and poor service but are not complaining to their provider.

Ombudsman Services: Energy, which handles complaints about energy firms, reveals it only sees the 'tip of the iceberg' when it comes to older people’s energy issues, because the over 65s don’t want to make a fuss or worry they will feel intimidated if they make a complaint.

With 11.4m people aged 65 and over in the UK, as much as 889,200 older people may suffer in silence with energy issues according to the watchdog’s survey of 2,509 older people.

Lewis Shand Smith, chief ombudsman said: “Compared to the general population, those in later life are likely to rely more heavily on their energy provision so it’s worrying that so few take a complaint further when they have one.

“It’s concerning that nearly a million older people in the UK prefer to grin and bear it when they have a problem with their energy because they don’t want to make a fuss or feel intimidated. It’s also worrying that so few know their consumer rights, which could leave many vulnerable.”

Billing issues were the most common problem faced by the over 65s, followed by supply issues and poor customer service.

The watchdog’s 2015 Consumer Action Monitor research found that older people are most likely to have a complaint about energy provision, yet nearly half (46 per cent) have never thought about making a complaint.

Only five per cent of older people are likely to take a complaint to a third party such as a home care worker (whereas all other age groups are more likely to do so).

Lewis Shand Smith said: “Those in later life are often on a fixed income and are living on a strict budget, so it’s important that they are in control of their bills and know where there is free help available if things go wrong.”

The energy ombudsman has produced an online guide for older people to make them ‘savvy complainers’ The ‘Know Your Energy Rights’ guide can be viewed by visiting http://www.ombudsman-services.org/later-in-life.

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