Visits by a debt agency are allowed but they are not bailiffs and cannot seize property

lection agencies and ensured they behaved in a responsible way.

It said: ‘A diligence process is completed prior to any agreement and once in place all agencies are regularly audited.’

THE RULES

DEBT collectors acting on behalf of energy suppliers must abide by Ofgem’s rules for working with customers in arrears.

Vulnerable customers – classed as the elderly, disabled or households with young children – must not have their energy supply disconnected between October and April when the cold can bite. Visits in person to a property by a debt agency (as happened to Jacqueline) are allowed.

However, they are not bailiffs and cannot seize personal property. A supplier must apply to a court if they wish to disconnect a customer’s supply. If this happens customers will be given the opportunity to attend a hearing.

Citizens Advice recommends that people attend because it gives them the chance to argue their case. The court has the power to delay disconnection pending further investigation. Michael AgbohDavison, of the StepChange Debt Charity, says: ‘Debt collection agencies are almost always signed up to the Credit Services Association code of practice, which says any collection activity should be suspended if a debt is reasonably disputed or a complaint is received.’

CO-OP Energy customers affected by last year’s billing and service fiasco will share £1.8million in refunds. The energy firm agreed the sum with regulator Ofgem after it failed 260,000 customers.

The Mail on Sunday reported on the fallout last year. Customers who believe they are owed compensation should email customerexperience@cooperativeenergy.coop or call 0800 9540693.