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Extra Energy customers’ gas and electricity “will continue as normal”, says Citizens Advice

21 November 2018

Citizens Advice, in its role as the official consumer champion for energy, has responded to news that Extra Energy has ceased trading.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Extra Energy customers should not worry, their gas and electricity will continue as normal. Ofgem will organise a new supplier who will be in touch in due course.

“In the meantime people should take meter readings and avoid switching until a new supplier has been put in place. By switching now people risk losing any refunds they might be entitled to.”

“Today’s news and other recent supplier failures again highlight how essential it is that suppliers operating in the market have sustainable business models.”

Consumer advice contacts

Customers can find more information on Ofgem’s website. Customers unsure of their next steps can contact the Citizens Advice consumer helpline on 03454 04 05 06. Please note, this service operates Monday to Friday, 9am to 5pm.

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 03454 04 05 06 or 03454 04 05 05 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.