In December 2021, Umeå energy had 137 conversations with customers who had difficulty paying their electricity bill.
In December 2022, the number of calls was 263.
- We have significantly more difficult conversations with customers about their electricity bill.
Customers are worried about how they will be able to pay their invoices at the same time as other costs increase due to higher interest rates and inflation, says Sven Granlund.
More accustomed to changing
Despite increased concern, applications for deferment, i.e. being able to postpone payment, have not increased at the electricity company.
In January 2021, 225 people were granted a reprieve, in January 2022 196 people and this year 203 people have been granted a reprieve.
- I think it may have to do with the fact that the pandemic has caused households to get used to rearranging their finances.
And what we in the industry say about deferring is that it's a short-term solution.
If you have difficulty paying this month, it usually won't be any easier next month, says Sven Granlund.
However, he believes that the electricity companies will see a large increase in calls from customers as well as requests for deferments when the due date for the December invoices expires.
- I am worried about that.
Expanded its customer service
At Skellefteå kraft, they have granted a deferment for two million kroner during January, which is a doubling from one million kroner in January last year.
Robert Andersson, department manager for customer development at Skellefteå kraft, says that it does not necessarily mean that more people have been granted deferrals from their invoices, but that the increase may have to do with the high price increase.
However, the electricity company has expanded its customer service to be able to meet all questions from customers.
- Customers ask more questions now.
Most people simply want to understand why electricity has become so expensive and how the market works, says Robert Andersson.