How we monitor energy suppliers
21 May 2020
This document outlines how Citizens Advice monitors the activities of energy suppliers.
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.
Risks to consider and examples of good practice for energy suppliers and networks to support consumers affected by Covid-19
21 May 2020
The impact of Covid-19 on the energy market remains fluid, and there is uncertainty in how we exit lockdown. In this document we’ve identified risks to consider, and some examples of good practice. As this is a fluid situation companies should ensure they are up to date with the latest government and regulator guidance, and satisfy themselves they remain compliant with their obligations under their relevant licence.
Stuck in the Middle
03 March 2020
New research from Citizens Advice considers how to improve protections for people using energy third party intermediaries
Energy supplier rating - decision document on new customer service metrics and other updates
31 January 2020
First published in 2016, the star rating enables consumers to make more informed switching decisions. This document confirms customer service and other updates.
When the cap no longer fits: a discussion paper on protecting energy consumers when the price cap ends
17 March 2020
This discussion paper considers whether there will be a need for any continuing protections for energy consumers after the current price cap ends - and if so, what form those protections should take.
Zero Sum
23 January 2020
How to prioritise consumer protections to ensure nobody is left behind on the path to net zero
Clear and in control
19 December 2019
Understanding and managing when, how and why we use energy in our homes could make the future energy market more attractive and easier to navigate.
Picking up the pieces - updated analysis
05 December 2019
An update on the costs from the recent energy supplier failures
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
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
06 May 2020
Data from our energy supplier rating and complaints handling league table
Energy Supplier rating: Consultation on new customer service metrics and other updates
10 January 2020
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.