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.
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.
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.
Domestic energy supplier performance data
03 April 2018
Data from our energy supplier rating and complaints handling league table
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.
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.
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
Effective energy efficiency standards for private renters
25 October 2017
Our economic research shows how effective energy efficiency standards can bring private renters a net benefit.
Good practice guide
12 December 2017
A practical guide to delivering holistic support for energy consumers who self-disconnect from their prepayment meter
Living up to the Standards? Energy networks’ performance against the Guaranteed Standards of Performance in 2015-16
09 October 2017
We analysed whether energy network operators deliver the services they should be delivering and whether consumers receive the compensation they are entitled to.
Good practice guide - supporting customers with restricted meters
31 July 2017
A guide for suppliers on good practice for engaging consumers with restricted meters
Consultation on changes to the Citizens Advice energy supplier rating
28 July 2017
We are consulting on changes to expand the number of suppliers in the rating, and change the data we use for some of the metrics
Energy Consumers’ Missing Billions
11 July 2017
Energy Consumers’ Missing Billions sets out how consumers are overpaying by £7.5bn for energy networks over eight years.
The Value of Time of Use Tariffs in Great Britain
10 July 2017