Gas firm commits to helping vulnerable customers

The new policy prevents vulnerable customers from being cut off

The Isle of Man's monopoly gas provider has pledged to keep vulnerable customers "on supply" under a new policy, which coincides with the introduction of laws to ban some disconnections.

Isle of Man Energy has created a new vulnerability commitment for customers struggling to pay their bills.

CEO Jo Cox said the company had a "duty of care" to ensure that those most at risk were protected.

It comes as new Manx laws banning the firm from cutting certain customers off during the winter months came into force.

It was announced the Gas Regulation (Prevention of Disconnections) Order 2024 had been given Royal Assent during the January sitting of Tynwald.

The new laws protect households with pensioners, children under the age of six, and those eligible for Disability Living Allowance or War Disablement Pension from having their supply disconnected for non-payment of bills.

The legislation was rushed through both branches of the Manx parliament after concerns were raised last year about at-risk customers being cut off.

'Robust processes'

The laws prevent those protected from disconnection between 1 October and 31 March.

Cabinet Officer Minister Kate Lord-Brennan the measures had been taken to "protect vulnerable members of our society who are more susceptible to risk of poor health outcomes as a result of cold weather and a lack of heating and hot water".

Alongside those new laws, Isle of Man Energy's new voluntary agreement updates the firm's Priority Care scheme.

It commits to make improvements across communication, supply and collaboration.

The firm said it would set up a dedicated phone line for advice, which will be free for those struggling financially.

A spokeswoman said it had also committed to "ensure that customers in a vulnerable position remain on supply, with robust processes in place" and the firm would "never knowingly disconnect a vulnerable customer".

It also commits the firm to working with other agencies to "clearly signpost debt and financial assistance", and "contribute to the funding of some of the charities and third parties that provide support to energy customers to provide financial assistance".