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Consumer energy watchdogs

There are several organisations across the UK who act as energy watchdogs and these are:

Ofgem

Ofgem is the Office of the Gas and Electricity Markets. Ofgem’s first priority is to protect consumers by promoting competition and regulating gas and electricity companies.

Energy Savings Advisory Service (ESAS)

ESAS are contracted by the Department of Energy and Climate Change (DECC) to run a telephone advice service offering impartial energy-saving advice to homes and businesses In England and Wales. This free service signposts callers to organisations that can help install energy-saving measures in their homes and reduce their fuel bills.

To access this service, please can call 0300 123 1234.The advice provided is free, but calls are charged at the standard national rates.

Home Heat Helpline

The Home Heat Helpline advises people worried about paying their energy bills and keeping warm during the winter. It also gives advice to low-income households in urgent need of heating help and advice. It is free to call telephone 00 33 66 99 and is open 9am-6pm Monday to Friday, and 10am-2pm on Saturdays.

Consumer Focus

Consumer Focus is the consumer champion for England, Wales, Scotland (and for postal consumers in Northern Ireland). It operates across the whole of the economy, persuading businesses, public services and policy-makers to put consumers at the centre of what they do.

The UK Government has asked Consumer Focus to create a new Regulated Industries Unit (RIU) by April 2013. This will represent consumers’ interests in complex, regulated markets. (The Citizens Advice service will take on the Consumer Focus role in other markets from April 2013)

Citizens Advice

Citizens Advice has been working on the Energy Best Deal public awareness campaign with support from the energy regulator Ofgem and major energy companies since 2008. Energy Best Deal has helped over 200,000 domestic energy customers across England, Scotland and Wales to shop around, reduce their bills and get help if they are falling behind.

Energy Best Deal is delivered in England and Wales by members of the regional financial capability forums. Sessions are aimed at low income consumers and front-line staff work with people at risk of fuel poverty. The campaign aims to:

  • make people aware of the savings that can be made by switching fuel providers or negotiating with existing providers
  • give information about help available from energy suppliers and government for people struggling to pay their gas and electricity bills
  • inform consumers about how they might save money by using less energy and sources of advice and help around energy efficiency.

Citizens Advice has a national telephone advice service within Wales for those people who live and work there. The telephone number is 08444 77 20 20. Calls are charged at 5 pence per minute from a landline but will cost more from mobiles and other phones.