Written question asked by Chi Onwurah (Labour) on Tuesday, 5 December 2023, in the House of Commons. It was due for an answer on Monday, 11 December 2023 (named day). It was answered by Amanda Solloway (Conservative) on Monday, 11 December 2023 on behalf of the Department for Energy Security and Net Zero.

Energy: Billing

Question: To ask the Secretary of State for Energy Security and Net Zero, what her Department's policy is on (a) British Gas and (b) other energy providers reducing direct debit payments when customers' accounts are in credit; and what information her Department holds on the amount of customers' money held in credit by energy providers.

Answer: As the independent regulator, Ofgem requires British Gas and other energy providers to refund a domestic customer’s credit balance promptly unless they have reasonable grounds not to, which must be explained to the customer. Customers may also review the level of their direct debit payments at any time by taking a meter reading and contacting their provider. This Department does not hold information on the amount of customers’ credit balances held by energy providers.

Secondary information