From 1 August 2025, energy suppliers need to have an enquiry service available whatever time of night or day it is for customers experiencing an electricity or gas shortage due to a failure.
The proposals introduced by Ofgem were rejected in 2023 by industry groups, which offered to come up with an alternative, “more efficient” solution.
However, after no solution was forthcoming from energy suppliers, Ofgem opted to press ahead with the plans, which means companies that might not have the necessary helpline in place have just under four months to get their services up to speed.
Many suppliers already provide support 24 hours per day for any emergencies, including Utilita and Octopus.
But there are still suppliers that do not provide support around the clock if a meter experiences a fault outside of normal contact hours, meaning there is no opportunity to inform the firm about the issue.
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If a power cut arises from a meter fault on a weekend or bank holiday, this can lead to days of huge inconvenience for households.
Also, incidents of power cuts also add more pressure on emergency contact services offered by network operators – the businesses responsible for keeping UK households supplied with sufficient electricity.
If you experience a power cut, you should contact the National Grid by calling 105, but from August, if the fault lies with the energy supplier, it will be required to assist you with getting your gas and electricity back up and running.
‘Disappointed with the progress that has been made’
Beth Martin, director for consumer protection and competition at Ofgem, said: “Being cut off power can be a stressful and potentially dangerous situation, so consumers must be able to get help day or night if their meter is the cause.
“While we allowed energy companies time to explore a collaborative solution after introducing this proposal, we were disappointed with the progress that has been made.”
Martin added: “Activating this rule does not mean they cannot continue to explore alternative options, but they must make sure their customers are supported while they do, whether that’s during the day, overnight, or on a weekend.
“Driving up standards in the energy sector remains one of our top priorities, and we will continue to look closely at where improvements can be made.”
Meanwhile, the new rules follow the regulator’s calls for the industry to assess the affordability of energy for struggling households who cannot deal with surprise price increases on their bill.
In April, gas and electricity bills in the UK rose by an average of £111 per year under the new energy price cap of £1,849 per year.
‘Changes will help to minimise disruption’
On the new 24/7 support rules, Elise Melville, energy expert at Uswitch.com, said: “Meter faults that disrupt a household’s gas or electricity supply are very rare, but they can cause real inconvenience when they do happen.
“The impact is often greatest when it happens out of hours. Many suppliers already have a 24/7 service in place for meter faults, but this new rule will ensure customers across the board have access to assistance if they have a problem with their meter.
“These changes will help to minimise disruption to households and improve customer service when customers need it most.”
