Supplier of Last Resort - good practice guide
02 May 2023
A guide for suppliers on good practice when taking on a customers as a Supplier of Last Resport
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.
Domestic energy supplier performance data
15 December 2023
Data from our energy supplier rating and complaints handling league table
Fairer, warmer, cheaper: new energy bill support policies to support British households in an age of high prices
09 March 2023
This report, produced for Citizens Advice by the Social Market Foundation and Public First, was the culmination of a nine-month project developing a framework to help consumers navigate an era of high energy prices. It recommends the introduction of targeted social tariffs and further energy efficiency investment.
Damp, cold and full of mould
21 February 2023
The private rented sector has widespread problems with damp, mould and cold, driven by the poor energy efficiency of privately rented homes. Our report examines the impact of poor energy efficiency on households in the private rented sector.
Tackling energy debt - Assessing options to address the growing energy debt crisis
20 February 2023
Based on our preliminary analysis and discussions with stakeholders, this paper identifies a range of options that could reduce the burden of consumer debt.
Supporting microbusiness customers with debt: A good practice guide for non-domestic suppliers
06 February 2023
Citizens Advice has published a new Good Practice Guide for non-domestic energy suppliers, focusing on how to help microbusinesses in debt.
Kept in the dark - The urgent need for action on prepayment meters
11 January 2023
We are now calling for a total ban on the forced installation of new prepayment meters until additional safeguards are put in place to end self-disconnection.
Grinding to a halt? Removing the roadblocks to increased energy efficiency and decarbonisation of private housing in Wales
13 December 2022
Gas prices have risen to unprecedented levels, making energy bills increasingly unaffordable. With prices predicted to remain high even after the end of the UK Government’s Energy Price Guarantee Scheme, Welsh Government must do all it can with the levers it has available to ensure households are protected against continuing volatility in the gas market.
Access Denied Digital disadvantage and exclusion in the energy market
04 November 2022
Our research looks at how digitalisation in the energy sector has left some behind and highlights how we can protect digitally disadvantaged people from harm
Future Network Regulation: Delivering a regulatory framework fit for the future
24 October 2022
Recommendations for government and the regulator, Ofgem, on how to improve the regulatory regime to make it fit for the future.
Out of the cold? Helping people on prepayment meters stay connected this winter
30 September 2022
We’re calling on the Government to stop forcing energy customers onto prepayment meters to recover debt, so that we can keep more customers on supply this winter.
Demanding attention: Managing risks with demand-side response, to improve consumer experience tomorrow
29 September 2022
This risk register assesses a series of risks in the demand-side response market to identify protection gaps. It’s been developed jointly between Citizens Advice, the Association for Decentralised Energy (ADE) and Energy UK.
Supporting energy customers as bills rise: A good practice guide for Winter
22 September 2022
Energy suppliers have obligations to support struggling customers, and many will need extra help this winter. This guide sets out our expectations for protecting customers in difficult circumstances.
Insulation Nation: The roadmap to a future of affordable energy bills
21 September 2022
High energy bills are here to stay, and while short-term financial support is essential for getting people through the worst of the crisis, we need a long-term solution to rocketing prices. Insulating our homes can save households money, and reduce our dependence on the global gas wholesale market.
Back from the Brink? How Consumers are still reeling from the energy market meltdown
11 July 2022
Since the beginning of August 2021, 28 energy suppliers have failed, causing turmoil for over 4 million customers. Our research shows that, though the Supplier of Last Resort (SoLR) process worked well for the majority, a significant minority of people continue to face severe disruption. Supplier failure and Special Administration processes need reform.
Retail energy market renewal - reflections from a Citizens Advice roundtable
20 June 2022
Following the recent market turmoil we’re calling for a new Consumer Duty in energy to raise service standards and fill protection gaps
Citizens Advice consumer advice and advocacy annual report 2021-22
15 June 2022
In a year which has seen us go from pandemic to a cost of living crisis, we’re setting out the ways we’ve helped people across consumer advice and advocacy.
Room for Reform: Embedding fair outcomes for tenants in tomorrow’s retail energy market
10 June 2022
This research report explores current and future energy issues for tenants in the Private Rented Sector.
Getting ready for heat network regulation
19 May 2022
How heat networks can prepare for regulation and deliver for consumers