Supplier of Last Resort - good practice guide (updated)
14 November 2019
An updated version of our guide for suppliers, administrators and debt collectors on good practice when taking on customers as a Supplier of Last Resort
Energy policy research
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.
Closing the protection gap
25 October 2019
New research from Citizens Advice highlights the lack of protections for microbusinesses in the energy market, and provides potential solutions.
The Role of Third Party Intermediaries (TPIs) in the GB SME and Microbusiness Energy Supply Sector
25 October 2019
Citizens Advice and Cornwall Insight investigate The Role of Third Party Intermediaries in the SME and Microbusiness Energy Sector, asking the sector for their views, if there is a need for regulation and the form this could take.
Citizens Advice hosts its first energy hack day
17 October 2019
Citizens Advice hosted its first energy hack day in September. With 45 people from 25 energy suppliers, we tackled the challenge of writing to customers about debt and complaints. Read more in our blog.
Domestic energy supplier performance data
27 September 2019
Data from our energy supplier rating and complaints handling league table
Energy Supplier rating: Consultation on new customer service metrics and other updates
24 September 2019
First published in 2016, the star rating enables consumers to make more informed switching decisions. This consultation proposes updates to the customer service metric.
Future for all: Making a future retail energy market work for everyone
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.
Prepayment & heat networks: learning the lessons
15 July 2019
Understanding the experiences of heat network consumers on prepayment meters
Keeping warm: the future of heat
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.
Core Network Access - Core Capacity
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.
Picking up the pieces
20 June 2019
A review of the consumer impact of recent energy supplier failures
Independent energy networks: what are they and what do we know about them?
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.
Smart EV charging - What do drivers and businesses find acceptable?
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.
Supply and final demand: Improving support for energy consumers in vulnerable circumstances who fall behind on their bills
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.
Smarter protections: using field trials to explore how people understand energy as a service
10 May 2019
Citizens Advice wanted to know what people understand of heat as a service and where they might need further support
Standard Issue
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.
Slides from the Citizens Advice ‘Consumers at the heart of the future energy system’ event
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.
Smarter protections: Potential risks for consumers in a smart energy future
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
Supplier of Last Resort - good practice guide
15 April 2019
A guide for suppliers on good practice when taking on a customers as a Supplier of Last Resport
Take Charge
28 January 2019
New research from Citizens Advice shows that electric vehicle drivers face difficulties choosing tariffs