Ms Karen Trant:

I am not so sure about the level pay. I do not have the exact number, but we would have people who would ring in and tell us that they have moved onto a smart tariff, they do not want the tariff and they have been told that they cannot move back. We have worked very closely with suppliers to ensure that customers are fully aware of what they are entering into, and that if they change their mind in, let us say, a cooling off period, they can go back. I accept, and the suppliers would say - and I am not here to defend them - that resourcing has been an issue and that the call centres were swamped with people ringing in. We have seen that ourselves. We take up some of the slack in terms of of those calls. We have been working very closely with the suppliers on it. Most of them now offer a 24-hour smart tariff, if you like, so customers can move back to that without being impacted negatively. Again, it is all about information and communication with the customer, and making sure that they are fully aware, and know where they can access their own data, which is the hub.

The Deputy asked a question around disconnections. That was probably the most impactful piece that we have seen. I should also note that we have seen an increase of around 50% in the number of vulnerable customers that have registered, which is a really good outcome because that means they are not disconnected.