Ofgem needs to consider impact on workforce of extending helpline opening hours

Ofgem have announced plans for energy retailers to offer extended opening hours for their helplines,  and also for some measures to aid with the affordability of bills.

 

The recommendations suggest suppliers work to identify the needs of their customers, in particular whether their helplines should be open beyond only 0900-1700 on weekdays.  They recommend two hours extra per weekday and around seven hours at the weekend so that people are able to access help when they need it.

Sue Ferns, Senior Deputy General Secretary of Prospect, said:

“Extending the opening hours of energy retailers’ helplines makes sense – it is important that vulnerable customers are able to access help in a timely way. But Ofgem needs to consider how this announcement will be implemented and how it will affect the workforce.

“Prospect members tell us that there are already serious issues of excessive workloads, long hours, and fatigue across the energy sector. If these plans are to be implemented safely it is vital that Ofgem and retailers engage with trade unions at the earliest opportunity.

“Utilities offer a public service but that cannot be provided at the expense of workers’ health and wellbeing.

“Also, while a helpful initiative, this will do nothing to solve the underlying challenges caused by unaffordable energy bills. Ofgem and government must press on to find a long-term fair and sustainable solution to energy pricing.”