Hundreds of consumers - both households and small businesses - come to our advice service for help with their energy issues every day. This gives us unique real-time insight into the problems facing energy consumers in Great Britain.
We conduct research and analysis to get a better understanding of these problems and then help solve them by engaging directly with industry, changing government and regulatory policy as well as supporting consumers to navigate the market.
The energy affordability crisis isn’t over - over 2 million people will disconnect this winter. We set out how targeted bill support can break the cycle.
Trust in net zero technologies is at risk of being damaged by the actions of rogue traders and poor quality installations - with devastating consequences for affected consumers. We want to see a simplified and extended consumer protections regime.
Our draft consumer workplan for April 2024 to March 2025 sets out our priorities for the year. We welcome feedback to ensure our plans are focused on the key things that will improve consumer outcomes.
Households with low carbon technologies can enjoy significant benefits - but to grow this emerging market, it's vital that people have positive experiences having these technologies installed and are protected if something goes wrong.
We've seen a rise in the number of complaints around spray foam insulation, with some households unable to get mortgages due to incorrect installations by rogue traders. Spray foam needs to be better regulated so it's only installed appropriately.
Reducing standing charges would save a relatively small amount for some consumers, but would create unintended consequences and unfair outcomes for some. Targeted bill support and energy efficiency are more meaningful ways to help the bills crisis.