Politician tables further questions over disconnections of gas customers

Isle of Man Energy recently hit pause on plans to cut off those in debt

Further questions about how vulnerable gas customers on the Isle of Man are being treated will be raised at the final sitting of this year’s Tynwald.

It’s not the first time the issue has reached the floor of the court, and comes after the energy company began cutting off the supplies of those who were in debt and struggling to pay their bills.

That process was paused late last month following ‘constructive’ talks between Isle of Man Energy and the Office of Fair Trading.

It’s believed 30 households had been disconnected before the roll-out was temporarily called off – with the parties also due to meet with the Chief Minister Alfred Cannan.  

At the time the OFT said it believed around 90 households had been threatened with disconnection – including 23-year-old single mum Leah Garett:

Isle of Man Energy maintains that it would not cut off vulnerable customers on its 'Priority Care Register' and said it would signpost those who were struggling to support.

It also committed to review and update its disconnection policy.

On Tuesday (12 December), which marks the final sitting of Tynwald for 2023, Douglas North MHK David Ashford will quiz the chair of the OFT about those discussions held between the OFT and the energy supplier.

In particular he wants to know about the conversations which have taken place about those cut off before the pause in disconnections – and what action has been taken to reconnect them.

But he’s not the only one concerned about what’s happening to people in financial difficulty here.

Just this week Manx Radio spoke to children’s charity A Little Piece of Hope which said it was ‘disgusted’ that a family with additional needs was being forced to live without heating.

Helen Sheppard is the founder:

The charity has now raised more than £700 which will go towards helping the family with electric wall mounted radiators and claimed Isle of Man Energy has been ‘anything but helpful’ in securing reconnection.

The energy supplier has always maintained that it only disconnects customers as a 'last resort' when they don’t engage about affordability.

Customers who were being disconnected, it said, were those whose direct debits were not covering their monthly gas consumption.

However, it’s not just disconnections which are causing concerns for some customers, but actually being able to physically pay the bills in the first place.

And that, appears to have something to do with the company’s decision to close its public counter at Murdoch House in Douglas.

Chief Executive Jo Cox said it followed increasing investment in the company’s online and call centre offerings on the Isle of Man and in Glasgow.

That move hoped to allow customers to manage their accounts, pay bills and ‘do anything you need to do’ from the ‘comfort of your own home’.

Unless... you're Brian:

Of course, new systems regularly have teething problems and for those customers who don’t wish to pay online or via phone can visit the Isle of Man Post Office or by cheque, which is what Barbara recommends:

As we approach a financially difficult time of the year, the Office of Fair Trading is reminding people who are at risk of disconnection to utilise its free and confidential debt counselling service.

Customers can authorise an experienced debt counsellor to deal with Isle of Man Energy on their behalf.

The counsellor will compile a financial statement based on the customer’s income and expenditure with a view to reaching a suitable agreement with the supplier.

However, this process can take several weeks so customers are recommended to contact the service as soon as possible.

Manx Radio has invited Isle of Man Energy to respond.