Press Release, 16th March 2023

We, at United Gas & Power (UGP), have issued a statement today in response to the recent investigation conducted by Ofgem, the energy regulator, into our billing, meter reading, and communication practices. We accept responsibility for the breaches identified and apologise to our customers for any inconvenience or concern caused.

During the period between 2016 and 2022, the investigation found that we breached rules around billing, meter reading, and communications, resulting in a financial penalty. We have taken this matter very seriously and have been working closely with Ofgem to address the issues raised.

We have implemented several measures to improve our services, which include replacing our aging CRM/billing system with a new and improved system, updating our compliance culture and training, and reviewing and updating our Treating Customers Fairly statement, renewal letters, principal terms, and terms and conditions to provide greater clarity and transparency to our customers.

We have placed our compliance culture at the forefront of our business, and we are confident that this will enable us to maintain strong relationships with our customers. It is important to us to reassure our customers that we remain committed to providing the highest standards of service and customer care.

We are proud to have a Trustpilot score of 4.8/5, one of the highest in the non-domestic energy sector. This reflects our ongoing commitment to putting customers first.