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Campaign gives advice on getting the best energy deal

23 October 2008

Energy regulator Ofgem today launched Energy Best Deal, a campaign to empower low income customers with the information to help them make the most of the energy market. The campaign has been devised by Ofgem and Citizens Advice and has been funded by the Department for Energy and Climate Change (DECC).

The campaign roll-out for this winter follows Ofgem’s probe into the energy markets which found that some customers needed more information to help them participate in the market effectively.

Energy Best Deal will train local front line workers from Citizens Advice, Housing Associations, Credit Unions and other organisations so they can advise low-income customers about how to get the best deal for their energy.  

The campaign also builds on the research under Ofgem’s Consumer First programme which showed that many vulnerable customers needed more information and guidance about tariff and payments options, access to grants to install insulation and central heating and ways to manage bills through energy efficiency.

Ofgem Managing Director for Corporate Affairs, Sarah Harrison, said:

“Ofgem has developed Energy Best Deal with Citizens Advice to provide free and trusted advice to customers on steps that can be taken now to manage down household energy bills, for example by switching tariff or payment method and by taking up help available to use energy more efficiently in the home.”

“Making sure customers get the best deal from the energy market is one of the main aims of Ofgem’s proposals following our energy supply market probe. We are determined that energy companies should end unfair pricing practices and provide better information to customers to help keep energy costs down.”

Teresa Perchard, Director of Public Policy at Citizens Advice said:

“Pilots of Energy Best Deal showed how much people could save simply by switching providers, tariffs or moving off a pre-payment meter, once they had access to clear information from a trusted source. Citizens Advice Bureaux in England and Wales have seen a seven per cent rise in enquiries on fuel debt over the last 12 months. By rolling out Energy Best Deal, bureaux will be equipping consumers with the information they need to reduce their fuel bills this winter”

As well as the Energy Best Deal campaign Ofgem is demanding action from the energy companies to improve the information customers get about their energy use following its investigation into the energy market. This could take the form of an easy-to-understand price metric to enable customers to compare prices easily.

Energy Best Deal leaflet (Adobe Acrobat Document 410kb)

Notes to editors on Energy Best Deal:

Energy Best Deal

Citizens Advice and energy regulator Ofgem have devised the Energy Best Deal campaign after research conducted by Ofgem for its Consumer First programme showed that some categories of customers, particularly pensioners, the unemployed, and those on low incomes are switching in lower numbers than average. It also shows that many people on low incomes are not aware of the help available to them from energy suppliers and the government to help them with energy efficiency and paying for their energy bills.

How it works?

The Energy Best Deal campaign works by training and informing frontline workers from Citizens Advice, Housing Associations and similar organisations so they can advise customers face-to-face on how to get the best deal on their gas and electricity supply.   

Energy Best Deal advisors will provide customers with different options they can pursue to reduce their bills. It includes advice on getting help with energy efficiency and on social tariffs as well as advice about changing supplier.

The materials have been developed by Ofgem and Citizens Advice and the campaign has been successfully piloted in three regions earlier this year. Now, following funding from the Department of Energy and Climate Change, Citizens Advice and Ofgem are rolling it out across England and Wales. As well as Citizens Advice many other voluntary organisations like Housing Associations, Credit Unions and Sure Start Schemes are delivering the advice to customers.

Ofgem’s probe into the energy market

Ofgem’s probe into energy supply markets found that some consumers are missing out on full benefits of competition but the energy market works well for most. In its initial findings and remedies Ofgem is proposing:

If the industry fails to deliver these reforms then Ofgem can refer the market to the Competition Commission.

Notes to editors

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more information in England and Wales see citizensadvice.org.uk
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality. For online advice and information see adviceguide.org.uk
  3. Citizens Advice Bureaux in England and Wales advised 2.1 million clients on 7.1 million problems from April 2010 to March 2011. For full 2010/2011 service statistics see: citizensadvice.org.uk/press_statistics
  4. Out of 22 national charities, the Citizens Advice service is ranked by the general public as being the most helpful, approachable, professional, informative, effective / cost effective, reputable and accountable. (nfpSynergy’s Brand Attributes survey, May 2010).
  5. Most Citizens Advice service staff are trained volunteers, working at around 3,300 service outlets across England and Wales.