Research from the consumer group uSwitch has added further weight to SSE’s calls for an overhaul of energy bills.
Their survey found six in 10 customers don’t understand their bills and half can’t recall seeing information about the cheapest tariff on their bill.
In February SSE published its design for a new energy bill, endorsed by the Design Council, which aims to help bring an end to customer confusion over energy bills.
The new design is the result of a year-long research project to redesign the bill with customers leading the process. Some of Britain’s leading consumer groups and designers including Citizens Advice, uSwitch, Age UK, the Money Advice Service and the Design Council have worked with SSE to create a new simpler bill.
The majority of information included in the existing bill is stipulated by rules which in many cases govern both content and format. All the information included on bills is there for the right reasons, to help and inform customers, but over the years the amount of information included has grown and many customers find it cluttered and confusing.
Ofgem has recognised there needs to be reform in energy bills and SSE’s new design and research aim to support their work to review the current rules around supplier communications.
Will Morris, SSE’s Group Managing Director, Retail, said: “We agree the time has come to start again with energy bills. Our own research showed that customers are calling out for simpler bills and so it’s great that uSwitch is backing this drive too.
“Customers want to be able to find the information they need quickly and easily and we believe the principles our new bill design is based on will help customers do just that. We’re delighted Ofgem is looking at how to improve the rules so that they work better for customers and we believe our work can make an important contribution.”
Tom Lyon, energy expert at uSwitch.com, said: “Energy bills are notoriously difficult to decipher, and so SSE should be applauded for redesigning a bill based on such extensive research about consumers. The time for clearer energy bills is well overdue. To get more engaging with the market, it's vital that customers are armed with clearer, simpler information about their energy use and spend.”
SSE’s new design prototype is also supported by consumer group Which?, the Design Council and Money Advice Service.
SSE’s proposed simpler bill sample.
