How Citizens Advice monitors energy company performance
24 April 2018
Information on how Citizens Advice monitors energy company performance. Including identifying issues and delivering improvements to company processes and policies.
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.
Updated Domestic Energy Complaints Signposting Guide
19 April 2018
Updated complaints signposting guide for domestic energy suppliers. The guide outlines best practice and suggested wording for suppliers to use.
Monitoring the smart meter roll-out - GfK survey results
14 December 2017
We surveyed consumers of all ages, genders and social grades about their experiences of smart metering.
Energy supplier rating review
02 February 2018
This document sets out our decision on supplementary proposals for the energy supplier rating, and guidance for suppliers responding to our requests for information.
Decision on changes to the energy supplier rating
17 November 2017
We explain the key changes we are making to our energy supplier rating from next year
Staying Connected
26 October 2017
This report highlights existing good practice and identifies areas where energy suppliers can do more to help and support prepayment customers who self-disconnect
Good practice guide
12 December 2017
A practical guide to delivering holistic support for energy consumers who self-disconnect from their prepayment meter
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