Good practice guide
12 December 2017
A practical guide to delivering holistic support for energy consumers who self-disconnect from their prepayment meter
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.
Effective energy efficiency standards for private renters
25 October 2017
Our economic research shows how effective energy efficiency standards can bring private renters a net benefit.
Living up to the Standards? Energy networks’ performance against the Guaranteed Standards of Performance in 2015-16
09 October 2017
We analysed whether energy network operators deliver the services they should be delivering and whether consumers receive the compensation they are entitled to.
Domestic complaints handling performance
02 October 2017
Quarterly domestic energy supplier complaints handling league tables.
Good practice guide - supporting customers with restricted meters
31 July 2017
A guide for suppliers on good practice for engaging consumers with restricted meters
Consultation on changes to the Citizens Advice energy supplier rating
28 July 2017
We are consulting on changes to expand the number of suppliers in the rating, and change the data we use for some of the metrics
Energy Consumers’ Missing Billions
11 July 2017
Energy Consumers’ Missing Billions sets out how consumers are overpaying by £7.5bn for energy networks over eight years.
The Value of Time of Use Tariffs in Great Britain
10 July 2017
Domestic Complaints Signposting Guide
10 March 2020
Recommendations for complaints signposting on energy suppliers websites and documentation
Frozen Out - Extra costs faced by vulnerable consumers in the energy market
20 March 2017
Report looks at gap between extra costs in the energy market and help available to reduce bills with suggestions as to how to close this gap
District Heat Networks 2: analysis of responses from private heat suppliers
31 May 2017
Analysis of responses to an information request by Citizens Advice looking at services provided by private heat supply companies
Smart support: Support for vulnerable consumers in the smart meter roll-out
09 March 2017
This is a good practice guide for energy suppliers, which concerns how to support vulnerable consumers throughout the smart meter roll-out.
Smart choices: Investigating microbusinesses’ interest in, and understanding of, smart meters
02 May 2017
Investigating microbusinesses’ interest in, and understanding of, smart meters
Good practice guide
20 January 2017
How energy suppliers can signpost and refer vulnerable consumers to the right source of help
Living without mains gas
19 January 2017
The report highlights some of the problems faced by people who don’t have mains gas connections and rely on fuel deliveries.
Complaints Signposting Audit
19 January 2017
Audit of energy supplier signposting to the Citizens Advice consumer service and Ombudsman Services: Energy
Energy supplier comparison tool, consultation decision document
10 October 2016
Final proposals for improvements to energy supplier performance information and delivery of the energy supplier comparison tool.
Networks’ Good Intentions
12 September 2016
How are energy networks supporting vulnerable consumers? Citizens Advice’s latest energy report investigates.