'Unnecessary' delays left electricity customer in limbo

Manx Utilities classifies all pensioners as vulnerable people

The Tynwald Commissioner for Administration has found that Manx Utilities had 'unnecessary' delays in its handling of a customer complaint regarding an electricity meter dispute.

The complainant, who lives in a large property with his elderly parents, had requested to be placed on a pay-as-you-go meter to avoid being responsible for their share of the electricity bill. 

Manx Utilities initially agreed but later reverted the account to a credit meter after concerns were raised about the vulnerability of the parents.

However, Paul Beckett's report concluded that the parents' alleged vulnerability was never 'objectively or empirically demonstrated' by Manx Utilities.

The investigation found the utility had no clear policy on vulnerability beyond classifying pensioners as vulnerable, without investigating individual circumstances.

In its response to the complaint, Manx Utilities said: "We treat elderly persons as vulnerable unless clear evidence determines otherwise."

Mr Beckett determined that the MUA had 'failed to take into account or gave insufficient weight to evidence which was before it and failed to seek evidence which was readily available'.

The report also criticised 'repeated delays' in handling the complaint, noting that despite the complainant's fears of falling into debt.

It also took the MUA from October 2025 to April 2026 to provide a final response, well beyond its own 10-working-day target.