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Customers ultimately paying the price for energy supplier failures, says Citizens Advice

2 November 2021

As the consumer watchdog for the energy market, Citizens Advice responds to the news that four suppliers have failed - bringing the total number of supplier failures to 21 this year, affecting nearly 2.5 million customers in total. 

Gillian Cooper, Head of Energy Policy for Citizens Advice, said:

“Suppliers continue to fall like dominoes. It’s customers who are paying the price, with uncertainty, inconvenience and ultimately higher bills.

“Last week, Ofgem set out how it intends to ‘raise the bar’ for supplier standards and improve their resilience in the short-term. This is a positive step, but it's clear that existing rules and their enforcement, has not been enough.

“Longer-term, Ofgem will need to do more to make sure companies are financially sound and provide good customer service. This should include protecting people from the loyalty penalty, which prior to the cap allowed companies to profit from those who didn’t or couldn’t switch.”

Advice for customers:

We recommend taking a meter reading for your own record. Wait to find out who your new supplier will be - it can take a few weeks, but they will be in touch. Your credit balance will be carried over to the new company once they’re appointed. In the meantime, be assured that energy supply will continue as normal.

Notes to editors

  1. Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
  2. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.
  3. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.
  4. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.
  5. Citizens Advice’s services are free, independent, confidential and impartial, and available to all regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  6. To get advice online or find your local Citizens Advice, visit citizensadvice.org.uk
  7. For consumer advice, call the Citizens Advice consumer service on 0808 223 1133 or 0808 223 1144 to talk in Welsh.
  8. We helped 2.6 million people face to face, by phone, email and webchat in 2017-18. For service statistics see our monthly publication Advice trends.
  9. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.