Getting through to business
23 June 2020
Citizens Advice and Collaborate Research investigate how to improve microbusiness engagement and communication with their own energy supplier.
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.
Supporting microbusiness consumers - Good Practice Guide
19 June 2020
Citizens Advice’s microbusiness good practice guide aims to help energy suppliers and other stakeholders improve the support to and reduce detriment faced by their customers.
The end of the beginning
29 July 2020
Next steps for the energy retail market in supporting people through COVID-19
Setting out principles for a future energy market
02 June 2020
This document outlines the key principles of how consumers should experience the future energy market, based on the research we have done so far.
How we monitor energy suppliers
04 August 2020
This document outlines how Citizens Advice monitors the activities of energy suppliers.
Risks to consider and examples of good practice for energy suppliers and networks to support consumers affected by Covid-19
01 October 2020
The impact of Covid-19 on the energy market remains fluid, and there is uncertainty in how we exit lockdown. In this document we’ve identified risks to consider, and some examples of good practice. As this is a fluid situation companies should ensure they are up to date with the latest government and regulator guidance, and satisfy themselves they remain compliant with their obligations under their relevant licence.
Stuck in the Middle: How to improve protections for people using energy third party intermediaries
03 March 2020
New research from Citizens Advice considers how to improve protections for people using energy third party intermediaries
Energy supplier rating - decision document on new customer service metrics and other updates
31 January 2020
First published in 2016, the star rating enables consumers to make more informed switching decisions. This document confirms customer service and other updates.
When the cap no longer fits: a discussion paper on protecting energy consumers when the price cap ends
17 March 2020
This discussion paper considers whether there will be a need for any continuing protections for energy consumers after the current price cap ends - and if so, what form those protections should take.
Zero Sum
23 January 2020
How to prioritise consumer protections to ensure nobody is left behind on the path to net zero
Clear and in control: Energy consumers’ views on data sharing and smart devices
19 December 2019
Understanding and managing when, how and why we use energy in our homes could make the future energy market more attractive and easier to navigate.
Picking up the pieces - updated analysis
05 December 2019
An update on the costs from the recent energy supplier failures
Supplier of Last Resort - good practice guide (updated)
14 November 2019
An updated version of our guide for suppliers, administrators and debt collectors on good practice when taking on customers as a Supplier of Last Resort
Closing the protection gap
23 February 2021
New research from Citizens Advice highlights the lack of protections for microbusinesses in the energy market, and provides potential solutions.
The Role of Third Party Intermediaries (TPIs) in the GB SME and Microbusiness Energy Supply Sector
25 October 2019
Citizens Advice and Cornwall Insight investigate The Role of Third Party Intermediaries in the SME and Microbusiness Energy Sector, asking the sector for their views, if there is a need for regulation and the form this could take.
Citizens Advice hosts its first energy hack day
17 October 2019
Citizens Advice hosted its first energy hack day in September. With 45 people from 25 energy suppliers, we tackled the challenge of writing to customers about debt and complaints. Read more in our blog.
Energy Supplier rating: Consultation on new customer service metrics and other updates
10 January 2020
First published in 2016, the star rating enables consumers to make more informed switching decisions. This consultation proposes updates to the customer service metric.
Future for all: Making a future retail energy market work for everyone
19 July 2019
Findings from a review of future energy models and consumer research highlight barriers to accessing the future energy market and recommendations for overcoming them.
Prepayment and heat networks: learning the lessons
15 July 2019
Understanding the experiences of heat network consumers on prepayment meters
Keeping warm: the future of heat
11 July 2019
Keeping warm sets out clear steps the government needs to take to ensure people are protected in the move to low-carbon heat.