Current consumer attitudes to smart home technology
13 September 2018
As technology evolves, we want to know how consumers feel about smart homes, data sharing and what consumer protections they expect.
Energy policy research
We represent energy consumers by promoting and protecting the interests of domestic and small non-domestic consumers across England and Wales.
As the statutory consumer body for energy consumers in England and Wales, 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.
Community Energy: maximising the contribution in a changing energy market
07 August 2018
This report explore consumer experiences of the community energy, as part of our Future Energy Consumers workstream.
Energy supplier rating – consultation on a rating for smaller supplier performance
31 July 2018
We want to increase the coverage of the rating as soon as possible to meet the needs of consumers in a market where the number of suppliers is growing rapidly.
Early consumer experiences of smart meters 2018
17 July 2018
We commissioned research into the day to day experiences consumers have with their smart meter or with the rollout so far.
The Smart Meter Data Dashboard
11 July 2018
This report is a proof of concept for a data dashboard, allowing consumers to view how they share their energy usage data and giving them an opportunity to amend those choices.
Beyond ECO: the Future of Fuel Poverty Support
06 July 2018
Citizens Advice commissioned IPPR to look at the future of energy efficiency support to tackle fuel poverty. This shows a future scheme needs to better focused and designed if we are to deliver England’s Fuel Poverty targets.
Consumer Expectations of Regulation: Heat Networks
02 July 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.
Domestic energy supplier performance data
27 June 2018
Data from our energy supplier rating and complaints handling league table
Things can only get beta: An opportunity to get financing costs right for consumers
11 June 2018
New research finds that consumers could save up to £4.1bn on their energy bills, if Ofgem makes the right decision about financing energy networks.
The energy market and people with mental health problems
24 May 2018
An exploration of the issues people with mental health problems face managing their energy supply and communicating with energy providers.
Strengthening the voice of consumers in energy networks’ business planning
14 May 2018
We conducted research into how the consumer voice can be best heard in the upcoming energy network price control.
The postcode lottery in energy profits - a regional update of Energy Consumers’ Missing Billions
27 April 2018
Last year we found that energy networks - the monopoly companies that run the pipes and wires that take energy to our homes - are making excessive profits of £7.5bn. This analysis shows the regional disparities in the unjustified profits being made by electricity distribution firms and the costs being borne by consumers.
How Citizens Advice monitors energy company performance
24 April 2018
Information on how Citizens Advice monitors energy company performance. Including identifying issues and delivering improvements to company processes and policies.
Improving support for prepay customers self-disconnecting
20 April 2018
120,000 vulnerable people regularly can’t afford to top up their prepayment meter, forcing them to go without an energy supply
Updated Domestic Energy Complaints Signposting Guide
19 April 2018
Updated complaints signposting guide for domestic energy suppliers. The guide outlines best practice and suggested wording for suppliers to use.
Monitoring the smart meter roll-out
21 February 2018
We use data to monitor the smart meter roll-out, highlighting aspects of the consumer journey so far.
Energy supplier rating review
02 February 2018
This document sets out our decision on supplementary proposals for the energy supplier rating, and guidance for suppliers responding to our requests for information.
Monitoring the smart meter roll-out - GfK survey results
14 December 2017
We surveyed consumers of all ages, genders and social grades about their experiences of smart metering.
Good practice guide
12 December 2017
A practical guide to delivering holistic support for energy consumers who self-disconnect from their prepayment meter
Decision on changes to the energy supplier rating
17 November 2017
We explain the key changes we are making to our energy supplier rating from next year