The Commission for Regulation of Utilities (CRU) has said the number of energy customers in arrears “could spike” without any energy credits this winter.
In its ‘Decision Paper’ on customer-protection measures for the winter period, the regulator said it will likely be the first post-energy crisis winter with no Government energy credits, which since March 2022 have reduced household electricity bills by €1,500.
The CRU said “it may be expected that arrears levels could spike further in their absence”.
The Government has repeatedly ruled out including energy credits in this year’s Budget, and said it will instead look at targeted measures to help people most in need.
The CRU report notes that average electricity (+69%) and gas (+102%) tariffs in July were significantly higher than they were at the beginning of 2021.
Meanwhile, according to the CRU there was an increase in the level of indebted customers breaking repayment plans in the past year, with the value of arrears for both electricity and gas customers rising last winter.
It noted that 12% more accounts were in arrears across both domestic electricity and gas markets in May this year when compared to May 2024.
In its paper, the CRU announced additional measures to protect energy customers this winter, amid the rising levels of arrears and what it says are increases in the levels of customers contacting charities for help.
When engaging with indebted customers about a repayment plan, energy companies must now take into account as much information that’s provided by a customer as possible – including disposable income, energy use, the number of dependents in the household, any other debt, as well as any recent changes in a household’s circumstances.
In addition, when laying out the terms of a repayment plan suppliers must explain to the customer what their energy bills are likely to be during any repayment plan.
They must also utilise a different approach to repayment plans for customers who find themselves in arrears after a one-off large bill, as opposed to customers who are repeatedly in arrears.
Another measure from the CRU means any customers in debt using pay-as-you-go meters will have to pay up to 15% of their arrears amount when topping up their meter (previously 10%). This change is designed to reduce the time that customers remain in arrears.
Between 8 December this year and 16 January 2026 there will be a Christmas moratorium on disconnections for all domestic customers for non-payment.
