In response to our report, in January 2023, the government told us that energy suppliers had sent vouchers to all two million customers who had a traditional prepayment meter. It explained that it was urging customers to redeem vouchers through a communications campaign targeted specifically at traditional prepayment meter users, which included “posters, social media posts and radio broadcasts to ethnic minority radio stations in different languages, as well as communications direct from suppliers to customers”. It committed to monitoring voucher redemption rates, and to work with suppliers to ensure they were taking action to contact those with unredeemed vouchers and reissue lost vouchers.26 As part of its guidance for energy suppliers, in November 2022 the Department stated that it expects energy suppliers to take all reasonable steps to ensure the EBSS payment is both provided and delivered to prepayment customers.27 Suppliers must make a minimum of three attempts to contact customers who have not redeemed their vouchers. Vouchers expire after 90 days and can be reissued by the supplier on request. By January 2023, 98% of vouchers had been delivered to eligible households, either by text, email or post. All vouchers must be redeemed by 30 June 2023 – just over 90 days after the scheme finishes.28