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.
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.
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.
Addressing Fuel Debt
04 August 2016
On 13th July 2016, Citizens Advice held a half-day conference looking at how energy suppliers are adapting to the changing context around fuel debt. This paper summarises key themes, identifies good practice and discusses our policy recommendations.
Energising homeowners: Research into consumer decision-making on energy efficiency improvements
01 August 2016
Energising Households sets out a framework for creating encouraging consumers to invest in energy efficiency measures, based on an understanding of real consumer decision making.
Improving energy supplier performance information
26 July 2016
Under the Utilities Act 2000 Citizens Advice have the explicit responsibility to publish information about the energy market, including data about the performance of domestic energy suppliers.
How can behavioural insights make regulated markets better for consumers?
28 June 2016
On 7 June 2016 Citizens Advice held a half-day conference looking at how behavioural insights can make regulated markets better for consumers. This short paper summarises the presentations, discussions and key themes from the day.
On supply, in control
27 June 2016
Presenting research into how new data sources can be used to help customers maintain their energy supply and stay out of debt.
Early consumer experiences of smart meters
17 June 2016
Research into the early consumer experience of smart meters, looking particularly at issues around switching and smart meter functionality.
Tackling Tariff Design - managing the tariff transition
19 May 2016
Making the cost of energy networks fairer