Overview

• Good Energy has paid £150,067 in compensation and redress after failing to issue timely final bills or refund credit balances to over 2,000 prepayment meter customers between 2014 and October 2023.
• The payout includes £55,281 in direct compensation to affected customers, averaging £66 each, and £94,786 contributed to the Energy Industry Voluntary Redress Fund to support vulnerable consumers.
• The issue, identified following a similar self-reported error by E.ON Next in 2024, led to an Ofgem investigation and subsequent system updates by Good Energy to prevent recurrence.
• Ofgem criticized the failure, emphasizing the need for robust billing systems and proactive problem reporting, particularly during a time of financial strain for households.
• Ofgem's regulatory approach is shifting under Jonathan Brearley, focusing on proportionate enforcement while urging energy firms to exceed minimum standards for consumer protection.