Hi All
We want to let you know about a change to the way that we will provide Additional Support Credit - or Financial Assistance - to our customers, following new guidance from our regulator, Ofgem.
What is Additional Support Credit?
Over the years, Utilita have been pioneers in the way that we support our customers who sometimes need a helping hand with credit on their meter. We were one of the first suppliers who offered customers the opportunity to add extra credit to their meters, and then pay it back over a period of time. As times have changed, the rest of the energy industry have followed and now having the ability to loan additional credit has become a vital tool to many prepayment customers.
What's changing?
From the 10th of November, you'll need to show that you're able to pay back any financial support before we can offer further financial assistance. To make this fair and consistent, we'll check how much support has been given over the last 12 months against how much has been paid.
If the amount that has been repaid isn't enough, we would not be able to provide any extra financial assistance at that time.
Why the change?
Additional Support Credit is designed as a short-term support loan that is designed to help when you need it the most. Ofgem's guidance makes sure that customers do not fall further into debt, and that any loans that are offered have the ability to be repaid before any more help is given.
How will I know if this affects me?
This will affect anyone that has used our Additional Support Credit facility in the last 12 months - either through our Power Up function on the MyUtilita app, or by speaking with one of our Customer Service team.
Need Help?
Chat with one of our team on our livechat, or visit our Help Centre - we'll always do our best to help you where we can!
You can find out more about the different options that are open to you to help with the cost of your energy bills on the Ofgem website.
Thanks
Utilita Community Forum Managers.
We want to let you know about a change to the way that we will provide Additional Support Credit - or Financial Assistance - to our customers, following new guidance from our regulator, Ofgem.
What is Additional Support Credit?
Over the years, Utilita have been pioneers in the way that we support our customers who sometimes need a helping hand with credit on their meter. We were one of the first suppliers who offered customers the opportunity to add extra credit to their meters, and then pay it back over a period of time. As times have changed, the rest of the energy industry have followed and now having the ability to loan additional credit has become a vital tool to many prepayment customers.
What's changing?
From the 10th of November, you'll need to show that you're able to pay back any financial support before we can offer further financial assistance. To make this fair and consistent, we'll check how much support has been given over the last 12 months against how much has been paid.
If the amount that has been repaid isn't enough, we would not be able to provide any extra financial assistance at that time.
Why the change?
Additional Support Credit is designed as a short-term support loan that is designed to help when you need it the most. Ofgem's guidance makes sure that customers do not fall further into debt, and that any loans that are offered have the ability to be repaid before any more help is given.
How will I know if this affects me?
This will affect anyone that has used our Additional Support Credit facility in the last 12 months - either through our Power Up function on the MyUtilita app, or by speaking with one of our Customer Service team.
Need Help?
Chat with one of our team on our livechat, or visit our Help Centre - we'll always do our best to help you where we can!
You can find out more about the different options that are open to you to help with the cost of your energy bills on the Ofgem website.
Thanks
Utilita Community Forum Managers.
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