Millions of people who owe money to water, broadband and energy companies may be missing out on support, according to the UK’s spending watchdog.
The National Audit Office (NAO) said more than £7 billion in bills and charges was owed by March last year, with estimates suggesting the total has risen since then. Much of this debt is held by customers who may not realise that help is available.
Support can include repayment plans, social tariffs and priority services for people with additional needs. Social tariffs are cheaper packages for essential services such as water, energy and broadband. They are often available to people on certain benefits or those struggling to pay, although the rules vary between suppliers.
The NAO found that awareness remains low. Only a third of eligible broadband customers knew about social tariffs, while 39% of water customers who were struggling to pay were aware of them.
Energy debt has risen sharply since Russia’s invasion of Ukraine, increasing by 118% since 2021. The watchdog said customers on repayment plans owed £1,000 less on average than those in debt without one.
Gareth Davies, head of the NAO, said regulators had made progress, but were not keeping pace with the pressure facing households.
The report examined Ofgem, Ofcom and Ofwat, the regulators for energy, broadband and water. It said they should do more to identify vulnerable customers and promote available support.
Regulators said helping vulnerable customers remains a priority, with reforms underway.
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