What's Happening?
British Gas has come under scrutiny for taking 15 months to issue a refund of over £1,500 to Beth Kojder, a former customer, despite a ruling from the Energy Ombudsman in her favor. Kojder, who moved out
of her flat in south-east London in October 2024, had been waiting for a final bill and refund from British Gas. The Energy Ombudsman ruled in February 2025 that British Gas should fulfill her request, but the company delayed action until just before a scheduled small claims court hearing. British Gas has since apologized and stated it is implementing the ombudsman's remedy. The Department for Energy Security and Net Zero (DESNZ) is now looking to strengthen the Energy Ombudsman to ensure quicker compliance with its decisions.
Why It's Important?
This incident highlights significant issues within the energy sector regarding customer service and compliance with regulatory decisions. The delay in refunding Kojder underscores the limitations of the Energy Ombudsman, which lacks the legal authority to enforce its rulings. This situation could lead to increased regulatory scrutiny and potential reforms aimed at empowering the ombudsman to ensure consumer protection. For consumers, this case illustrates the challenges in resolving disputes with large utility companies, potentially affecting trust and satisfaction in the energy market.
What's Next?
The DESNZ's initiative to strengthen the Energy Ombudsman could lead to legislative changes that provide the ombudsman with greater enforcement powers. This may involve new regulations requiring energy companies to comply with ombudsman decisions within a specified timeframe. Additionally, British Gas and other energy providers might face increased pressure to improve their customer service processes to avoid similar public relations issues and potential legal challenges.
