If you've ever struggled to find an energy supplier that actually supports customers when times get tough, help is coming. Citizens Advice has completely revamped how it rates energy companies, and for the first time, suppliers will be judged on how well they help families facing financial hardship – not just how quickly they answer the phone.
The charity's star rating system has long been a trusted way for households to compare energy suppliers beyond just price. But Citizens Advice recognised the old system wasn't telling the full story, especially after the energy crisis left millions of families struggling with soaring bills and needing genuine support from their suppliers.
The new ratings will dig deeper into what really matters when you're in a tight spot. Suppliers will now be assessed on how effectively they identify vulnerable customers, the quality of their debt support programmes, and whether they're genuinely helping families stay warm and keep the lights on during difficult times. It's a major shift that puts social responsibility front and centre.
For your household, this means much better information when choosing an energy supplier. You'll be able to see at a glance which companies actually walk the walk when it comes to customer care – particularly crucial given how many families are still feeling the pinch from the cost-of-living crisis. Instead of just comparing prices, you can now factor in which suppliers will have your back if money gets tight.
Energy companies will need to up their game too. Poor ratings will be there for everyone to see, and that public scrutiny should drive real improvements in how they treat customers. Companies that fail to support vulnerable households properly risk damaging their reputation and potentially attracting unwanted attention from regulators.
Citizens Advice is still finalising the exact details of the new metrics, but this overhaul shows they're serious about holding energy companies accountable. For families who've felt let down by their supplier during tough times, these tougher standards can't come soon enough.