Citizens Advice has responded to the interim report by Professor David Milburn, commissioned by Ofgem, which examined the state of the energy retail market. The charity has used its response to reiterate calls for significant changes aimed at bolstering consumer protection, particularly for the most vulnerable households across the UK.
A central tenet of Citizens Advice's submission is the demand for a statutory duty on energy suppliers to proactively identify and support vulnerable customers. This would move beyond current voluntary measures, compelling companies to offer tailored assistance to those at highest risk of fuel poverty or struggling with their energy bills. The organisation highlighted that many vulnerable customers are currently falling through the cracks, leading to increased debt and distress.
Furthermore, Citizens Advice has called for an outright ban on the forced installation of prepayment meters. The charity has consistently argued that these meters disproportionately affect vulnerable individuals and families, often leading to self-disconnection and a lack of access to essential energy services. Data indicates that customers on prepayment meters often face higher costs and are more likely to be in debt, a situation exacerbated by the ongoing cost-of-living crisis.
The charity also pressed for the introduction of a social tariff for energy. This proposed tariff would offer a discounted rate to the lowest-income households, providing a crucial safety net and ensuring that essential energy remains affordable. Such a measure would represent a significant shift in how energy support is administered, moving towards a more targeted and effective system.
Professor Milburn's interim report itself painted a challenging picture of the energy retail market, identifying areas where competition is not effectively serving consumers and where existing protections may be insufficient. Citizens Advice's response underscores the urgency of addressing these issues, warning that without robust interventions, more households will face hardship in the coming months and years.