OFGEM’S crackdown on energy firms’ customer service standards is not enough to deal with the problems faced by struggling households, campaigners warned today.

The regulator has announced new rules on energy firms, requiring them to contact customers if they miss two monthly or one quarterly payment, check to see if they are struggling with bills, and offer support such as affordable payment plans or repayment holidays.

Gillian Cooper, head of energy policy at Citizens Advice, said: “Aggressive debt collection by energy suppliers can make a difficult situation so much worse for struggling households.

“In an era of high energy prices and record energy debts, treating customers fairly is more important than ever.

“Any firm letting its customers down should rightly expect enforcement action.

“Ofgem is also right to make sure struggling customers can easily contact their supplier.

“Poor performance here will be reflected in our star rating, which all suppliers will now be required to publish.”

But End Fuel Poverty Coalition co-ordinator Simon Francis said: “It’s not enough for energy firms to just pick up the phone to customers struggling with their bills.

“With soaring energy debt levels, people need to have their concerns dealt with efficiently and in a sympathetic manner.”

Warm This Winter spokeswoman Fi Waters said suppliers need to “get their act together and give customers the service they deserve.”

She said: “Instead of spending the same amount on customer service as they do on marketing — which includes football sponsorship — they should plough that back into providing a proper and effective service for the ordinary people from whom they are making millions.”

The campaign group is demanding “an end to our broken energy system and current government inaction that is costing lives, damaging health and wasting money.”