Skip to navigation Skip to content Skip to footer

Ofgem State of the Market Report “underlines why it’s so important that Ofgem tightens up its licensing rules”, says Citizens Advice

11 October 2018

Citizens Advice has responded to Ofgem’s Annual State of the Market report. The report showed that the profits and market share of the six largest energy suppliers have fallen in the past year.

Gillian Guy, Chief Executive at Citizens Advice, said:

“It’s good news that more energy customers are shopping around, and switching to a new supplier or tariff. This is the best way for people to get the right deal for them.

“More competition in the energy market is positive. But the increase in the number of people with smaller and newer suppliers underlines why it’s so important that Ofgem tightens up its licensing rules. We know that some suppliers entering the market aren’t prepared to provide adequate customer service, or aren’t financially robust enough to survive.

“Poor customer service often hits vulnerable customers the hardest. Ofgem is right to call for further improvements by energy companies on how they deal with people on low incomes, the elderly or those with health problems.

“Ofgem must use its upcoming review of supplier licensing to address this problem. It needs to stop poorly prepared companies from entering the market, and take badly performing suppliers out of the market quicker.”

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service 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 see the Citizens Advice website.
  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.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.