We represent energy consumers by promoting and protecting the interests of domestic and small non-domestic consumers across Great Britain.
As the statutory consumer body for energy consumers in Great Britain, we commission research, build evidence-based policy positions to embed the needs of energy consumers into decision-making, with specific regard for the needs of vulnerable consumers.
19 July 2019
Findings from a review of future energy models and consumer research highlight barriers to accessing the future energy market and recommendations for overcoming them.
15 July 2019
Understanding the experiences of heat network consumers on prepayment meters
11 July 2019
Keeping warm sets out clear steps the government needs to take to ensure people are protected in the move to low-carbon heat.
28 June 2019
We commissioned CAG Consultants, in association with Dr Timur Yusunov and Professor Jacopo Torriti to carry out some foundational research in to Core Capacity. This research informs Ofgem’s Access and Forward Looking Charges Significant Code Review.
25 June 2019
Data from our energy supplier rating and complaints handling league table
20 June 2019
A review of the consumer impact of recent energy supplier failures
18 June 2019
Independent energy networks can compete with the main distribution networks to build new connections and manage new electricity and gas networks within the geographical areas covered by the distribution networks. Their numbers are increasing, but competition in the area has not necessarily lowered prices for many domestic energy customers, and there is limited evidence on how they perform on customer service. We would like Ofgem to do more to assess how well competition is working in the area, and we would also like to see Independent networks explore how they can improve their engagement with domestic and small business customers and do more to increase their level of transparency and reporting on how they deliver for their customers.
11 June 2019
New research finds drivers are willing to use smart charging for electric vehicles but offers need to be designed around their needs.
22 May 2019
New Citizens Advice research finds that people in vulnerable circumstances who fall behind on their bills can struggle to get the right support from energy suppliers. We’re calling on Ofgem to set an ambitious vision in its upcoming Vulnerability Strategy.
10 May 2019
Citizens Advice wanted to know what people understand of heat as a service and where they might need further support
07 May 2019
Energy networks should not pocket compensation that is due to customers. Our research released today shows energy customers have missed out on over £5 million in compensation. We want Ofgem to ensure that in future as much of this as possible is returned to customers.
01 May 2019
At this one-day conference Citizens Advice took a closer look at technology, policy and regulation to help shape thinking across the sector. Here are a selection of slides and speeches from the conference, alongside further information and materials related to the themes of the day.
16 April 2019
We’ve been looking at the customer journey as people buy, use and experience problems with technologies as part of our Future Energy Consumers work
15 April 2019
A guide for suppliers on good practice when taking on a customers as a Supplier of Last Resport
28 January 2019
New research from Citizens Advice shows that electric vehicle drivers face difficulties choosing tariffs
11 December 2018
A collection of individually authored essays on how RIIO-2 can deliver improved support for people in vulnerable circumstances
27 October 2018
Citizens Advice energy supplier rating is being expanded to include suppliers with over 25,000 meter points
26 October 2018
This good practice guide is based on our experience of supporting micro businesses in debt to their energy supplier. Through our advice and case handling roles, we have been able to identify positive policies and practices from some energy suppliers. We hope that these recommendations will help suppliers treat their small business customers fairly and negotiate sustainable debt repayment arrangements.
26 October 2018
This research, jointly funded by Ofgem and Citizens Advice, highlights ongoing challenges for Micro and Small business consumers in the energy market.
08 October 2018
Citizens Advice commissioned Future Thinking to research consumer experiences of heat networks. Focus groups were held at 4 heat network sites around the UK.
