Michael Joseph Hirrell
1 Oct 2013 · Coroner Lydia Brown · Leicester City and South Leicestershire
The coroner's concerns
1. lack of recognition of vulnerable person
“Mr [name redacted] presence was recognised by npower representatives before the power supply was disconnected, and he was noted to look unwell, be in receipt of welfare benefits, have no credit on his mobile telephone and to have no gas supply (and therefore no source of heat or light to his home). Notwithstanding this, he was not recognised to be a "vulnerable person”
2. lack of authority to stop disconnection
“Although all 3 personnel present on the morning (Warrant Officer, locksmith and meter engineer) had concerns regarding Mr [name redacted], no one felt empowered to halt the disconnection, and despite efforts by the Warrant Officer, customer services at npower were unable to assist with his predicament”
3. absence of customer protection for vulnerable person
“Mr [name redacted] was not afforded customer protection under the license agreement, or under the Energy UK Safety Net as a vulnerable person, which he clearly and unequivocally was”
4. lack of reporting to regulator
“Ofgem were unaware of this death until advised of the circumstances by this office; no contact has been made directly with Energy UK but npower were unable to offer any reassurances at inquest hearing that the circumstances of this tragic death were reported back either in routine audit feedback, or as a special case, given the failings of the system for consumer protection”
5. temporary inadequate corrective actions
“Steps taken by npower since Mr [name redacted] death was brought to their attention are (while welcome) not permanent, nor industry wide, and therefore future deaths may occur if matters are not resolved to introduce a more robust form of consumer protection”