Citizens Advice Consumer Work Plan 2020/21
6 Gorffennaf 2020
This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2020/21.
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.
Hydrogen for homes: Discussion paper with questions about how hydrogen might work for homes in Great Britain
26 Mehefin 2020
Questions for how Hydrogen might work for homes in Great Britain.
Net zero homes guarantee: How to support people and improve the nation's homes
25 Mehefin 2020
How to support people and improve the nation's homes
Getting through to business
23 Mehefin 2020
Citizens Advice and Collaborate Research investigate how to improve microbusiness engagement and communication with their own energy supplier.
Supporting microbusiness consumers - Good Practice Guide
19 Mehefin 2020
Citizens Advice’s microbusiness good practice guide aims to help energy suppliers and other stakeholders improve the support to and reduce detriment faced by their customers.
The end of the beginning
29 Gorffennaf 2020
Next steps for the energy retail market in supporting people through COVID-19
Setting out principles for a future energy market
2 Mehefin 2020
This document outlines the key principles of how consumers should experience the future energy market, based on the research we have done so far.
How we monitor energy suppliers
4 Awst 2020
This document outlines how Citizens Advice monitors the activities of energy suppliers.
Risks to consider and examples of good practice for energy suppliers and networks to support consumers affected by Covid-19
1 Hydref 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: How to improve protections for people using energy third party intermediaries
3 Mawrth 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 Ionawr 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 Mawrth 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 Ionawr 2020
How to prioritise consumer protections to ensure nobody is left behind on the path to net zero
Clear and in control: Energy consumers’ views on data sharing and smart devices
19 Rhagfyr 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
5 Rhagfyr 2019
An update on the costs from the recent energy supplier failures
Supplier of Last Resort - good practice guide (updated)
14 Tachwedd 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
23 Chwefror 2021
New research from Citizens Advice highlights the lack of protections for microbusinesses in the energy market, and provides potential solutions.