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Ofcom’s plan to cut bills for landline customers a ‘positive move’

28 February 2017

Telecoms regulator Ofcom has announced plans today to reduce the bills of BT landline customers, who are often elderly and vulnerable, by at least £5.

Citizens Advice welcomed the move and encouraged similar action in other markets.  

Citizens Advice Chief Executive Gillian Guy said:

“Loyal customers often pay much more for their essential bills.

“People who stay with the same phone, broadband, gas and electricity supplier are getting a raw deal - as firms know they are less likely to shop around to get a better price.

“The plan Ofcom has announced today to help reduce the bills of elderly and vulnerable people is a really positive move - and we’d like to see similar actions in other markets, starting with energy.  

“Extending the prepayment meter cap to people on a standard variable tariff who are eligible for warm home discount would help some of the poorest pensioners and families heat and light their homes.”

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.