Telecoms firms must do more to help customers struggling to pay bills

PEOPLE suffering financial hardship should receive better support from phone and broadband providers under proposals recently published by Ofcom. According to our recent research, around 1.1 million households (5%) are struggling to afford their broadband. That rises to around 1 in 10 among the lowest income households. With affordability problems only likely to worsen this year because of the cost of living squeeze, we intend to update our Treating Vulnerable Customers Fairly guide to explicitly include further practical steps that we expect providers to take to better support their customers.
What we expect from providers

Under the proposals to update our guide, providers will be expected to adopt the following best practice:-

► Emphasise the help and support available to people struggling to pay. This includes offering and promoting special discounted packages to financially vulnerable customers, known as:- 'social tariffs.' Recent Ofcom research shows that millions of families could save an average of ₤144 each year on their broadband bill. Providers should also proactively signpost other means of available support, such as payment deferrals or payment plans.

► Get in touch with customers in different ways. To increase the chances of reaching customers in debt to offer support, firms should use a range of communications channels, such as:- letter, email, phone and text, and rotate between them.

► Work more closely with debt charities and signpost free advice. Communications with customers in arrears should include clear information about the free debt advice available. They should also make it as easy as possible for free debt advice organisations to represent their clients.

► Avoid imposing service restrictions to force payment. Restricting or disconnecting the services of someone who is particularly reliant on them; to push them into paying outstanding bills; should be avoided or limited. And steps should be taken to understand a customer's individual circumstances before instructing debt collection services. Any agencies used should have strong policies for treating vulnerable customer fairly.

Lindsey Fussell, Ofcom's Network and Communications Group Director, said:- "Phone and broadband are vital to our lives, but many households' budgets are being seriously squeezed. So it's crucial that people who are struggling to afford their bills get the support they need. We've set out clear expectations on the steps providers should take, and we'll be keeping a close eye on firms to make sure they're treating customers fairly."

We are inviting views on our proposed guidance by 12 May 2022, and intend to publish our final decision in the autumn.
 

Implementing new rules to help people boost mobile signal indoors

OFCOM is consulting on new regulations that should enable people to buy a wider range of devices that can improve their mobile reception at home. Indoor mobile repeaters; sometimes referred to as:- 'signal boosters' are devices typically used in residential properties to amplify a mobile reception. In November 2021, Ofcom published our decision to extend the range of mobile repeaters that can be self installed without a licence. Today, they are consulting on the regulations that would allow us to introduce this change. Offcom said:- "We are proposing to make the regulations technology neutral, allowing the use of 5G repeaters as well as 2G, 3G and 4G devices, provided they meet certain technical requirements. The consultation closes on 25 April 2022, and we plan to publish our decision in June 2022."
 

Victory in fight against 5G mast outside Crosby Primary School

MPS and Councillors have welcomed the withdrawal of plans to site a 5G telecommunications mast outside a Crosby Primary School. Parents and residents living nearby were shocked to find that Cornerstone Telecommunications had lodged a:- "prior notification procedure" to install a 20m high mast outside Forefield Primary School. The School borders Bootle and Sefton Central constituencies and the 2 wards of Manor and Victoria. The 2 MPs and 6 Councillors joined parents and residents in opposition.

Mr Esterson, MP for Sefton Central, said:- "There was widespread dismay at this application and understandably so. It is not appropriate to have masts like these near to School entrances. Even though these masts are perfectly safe and do not cause health harms, they take up a lot of room on the pavement and it is not appropriate to site them so near to a School entrance. It is right that the company has withdrawn the application."

Peter Dowd, MP for Bootle, said:- "I am pleased that common sense has prevailed and that proposals to install a mast outside Forefield Primary School have been withdrawn. I understand the need for better digital connectivity, the UK's internet infrastructure is long overdue an upgrade to deliver fast, secure and reliable internet connections for everyone and putting an end to patchy and slow coverage. But it is important that proposed sites are suitably identified through proper consultation which is why I fully support the decision not to install 1 directly outside Forefield Primary School or any School across Sefton."

Manor ward Councillor Clare Carragher said in her objection to the application:- "Whilst Forefield School is in Victoria ward, most of the School population attend from Manor ward. The site of mast and accessories is not in keeping with the local area and will cause an obstruction to parents trying to manoeuvre their way to School, a daily journey that is difficult enough to navigate with small children in tow along with prams, bikes and scooters that the children are encouraged to use to travel to School. There are more suitable locations within both wards that should be investigated by the telecoms company."

Manor Councillor Steve McGinnity added:- "I was shocked at the application and that anyone felt this was an appropriate place to put a 5G mast."

Manor Councillor John Joseph Kelly said:- "I along with colleagues endorsed the residents' petition opposing this mast. It is right that the application was withdrawn."

The application which has been withdrawn can be seen here:- PA.Sefton.Gov.UK.