Citizens Advice Consumer Work Plan 2021/22
13 July 2021
This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2021/22.
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.
Rough trade? Balancing the winners and losers in energy policy
24 June 2021
We all want the same things from energy suppliers: good quality, value for money services that meet our needs. But energy markets and policies don’t serve everyone well, resulting in better outcomes for some than others. This is a problem if some people are left behind - particularly if their circumstances mean they’re vulnerable to harm. This paper explores the key characteristics that result in some consumers getting a better deal than others, and whether policy reforms could deliver better outcomes.
Look before you LAEP: Ending the postcode lottery of local area energy plans
14 May 2021
A report looking at local area energy plans
Navigating net zero: A framework to give people the confidence to invest in home energy technologies
25 March 2021
A framework for advice and support which can help consumers install the home energy improvements needed to reach net zero
Home truths: The challenge and experience of making home energy improvements
25 March 2021
Citizens Advice report looking at 3 years of contacts to our Consumer Service from people who need help installing low carbon technologies
Innovation in the tariff market: Discussion paper on how new tariffs can work better for people
08 March 2021
We consider the implications of new tariffs for consumers
Good practice guide: Making sure heat network consumers get the right support and information
01 March 2021
Citizens Advice good practice guide looking at the support and information available to heat network consumers
Good practice guide: Supporting people in energy debt
27 January 2021
Good practice guide for energy and heat network suppliers
RIIO-2 price control Enhanced Engagement process: Recommendations to Ofgem and energy network Customer Engagement Groups and User Groups
27 January 2021
Our report provides reflections and recommendations to Ofgem and the challenge groups on the RIIO-2 Enhanced Engagement process.
Bringing heat networks up to standard: How heat networks can start delivering better customer service outcomes
15 January 2021
Citizens Advice report looking at how heat network suppliers can improve the information and support provided on their websites and telephone lines
Demanding attention: Managing risks with demand-side response, to improve consumer experience tomorrow
19 January 2021
EUK, ADE and Citizens Advice have set out in this report a series of different approaches to domestic demand-side response to identify any gaps in protections.
Recovery or Ruin? The role of accessible support in helping energy consumers through the crisis
16 December 2020
Citizens Advice is calling for energy suppliers, Ofgem and the government to maintain and expand support and customer service measures during these difficult times.
Future Energy Consumers: Views from our digital series
16 November 2020
This report gives detail on the discussions at a series of digital workshops about our vision for a future energy market.
Getting support to those who need it: How to improve consumer support in essential services
15 October 2020
The COVID-19 crisis has led to an unprecedented fall in household incomes. We need more effective mechanisms to help essential service providers to get support to people who need it, particularly those in vulnerable situations.
Lessons for net zero: What past energy efficiency and low carbon home improvement schemes tell us
13 October 2020
New energy efficiency and low carbon schemes must learn from, and build on, the lessons from past policies, to inform, protect and support consumers
Taking the temperature: consumer choice and low carbon heating
14 August 2020
Citizens Advice report looking at how consumers feel about choosing low carbon heating systems for their home.
Meeting net zero - Options for network company highly anticipatory investments in a post-COVID-19 environment
05 August 2020
Our report ‘Meeting net zero’ looks at the options for network companies when considering highly anticipatory investments.
Understanding High and Low Electricity usage
30 July 2020
We commissioned researchers Traverse to speak to a range of households to understand how they use energy in their homes.
Citizens Advice Consumer Annual Report 2019-20
20 July 2020
Citizens Advice Consumer Work Plan 2020/21
06 July 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.