Families living in rural parts of the West Midlands have welcomed a recommendation to bring protections for heating oil customers in line with those connected to the grid.
The Competition and Markets Authority (CMA) said in a report on Wednesday that governments should bolster the rights of 1.5 million households reliant on the fuel source.
It follows the cost of heating oil almost doubling for many after the start of the United States-Israel war with Iran in February, with average retail prices peaking 92% higher than normal.
Jemma McCarron, who lives in Worcestershire, said: “If the prices are sky high because of things totally beyond your control, there’s nothing you can do about that.”
Nick Weaver from Claverdon, Warwickshire, has also been outlining the experience of those whose more remote location sees them reliant on the alternative fuel source.
He said he felt forced to take matters into his own hands in March after his heating oil supplier told him he would receive only half of the 1,000 litre order he had paid before the conflict began.
The firm told him it would refund half of his original payment, then offered to sell him the missing 500 litres two days after his delivery for an additional £1,000.
“I was incredibly shocked and felt cheated,” he said. “I definitely felt like they were taking advantage of the situation and I know I was fairly confident it was breach of contract.”
He wrote to all the directors of the firm in a last-ditch attempt to settle the issue amicably, which led to an agreement they would supply the missing fuel at the previously agreed price.
He has since shared his experience on social media to try to help others in his village.
Image source, Jemma McCarron
While the regulator’s investigation found price increases largely reflected rising wholesale costs, it concluded there were “clear gaps” in the protections available for customers, such as access to alternative dispute resolution.
The improved protections should cover how prices are quoted, cancellations are handled and support for vulnerable consumers, it said.
It also said that 1,700 people whose existing orders were cancelled after the conflict began should be refunded any extra money they had to pay.
While a number of suppliers have agreed to compensate those affected, the CMA says it is considering legal action against those who have so far refused.
Chancellor Rachel Reeves said: “It is reassuring to know it is a competitive market but the lack of protection for these households does concern me so we will look very seriously at what can be done.”
‘Squirrelling away cash’
McCarron, in Hanley Swan, said she felt lucky she had filled her 2,000 litre tank for £1,200 days before the conflict started.
The oil will last their household of four, which includes her mother, daughter and husband, until the autumn.
“Had we ordered it a week and a half later, I think it would have cost us nearly £1,000 more,” she said.
The family has naturally been using less hot water during the heatwaves.
But, mindful of fluctuating costs, they have also been taking steps to reduce their fuel consumption, while “squirreling away that extra little bit of cash”.
“There’s a limit to what you can do with that given it’s our only source of heating and hot water,” she said.
She believes improved protections for heating oil customers are “so important”, but would like more of a push towards renewable sources.
“I think that the real solution is to stop using oil,” she added.
“We’ve been looking into solar panels but there’s very little support out there for people who might want to look at alternate ways for running their household.”
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Image source, Nick Weaver
