Campaign Documents
Changes in advocacy arrangements - 27 June 2007
Changes in consumer advocacy arrangements will place increasing emphasis on energy companies resolving consumer complaints at the first attempt. energywatch commissioned the Centre for Consumer Law at the University of Leicester to review existing best practice in complaint handling and the challenges for the new consumer advocacy bodies in supporting the needs of more vulnerable consumers. These six papers are intended to provided a reference point for the vital debates needed to establish best practice complaint handling and customer service for energy consumers.
Energy Consumers' Charter - July 2007 (English Version)
Strengthening the consumer voice - 19 June 2007 (English Version)
Complaint Handling and Dispute Resolution - recommended actions - April 2007 (English Version)
Complaint Handling - Principles and Best Practice - April 2007 (English Version)
Consumer Vulnerability and the Energy Sector - April 2007 (English Version)
Energy Related Complaints - April 2007 (English Version)
Ofgem Fuel Poverty Summit brief - 23 April 2008
energywatch has published a briefing for the fuel poverty summit hosted by regulator Ofgem on 23 April. energywatch is working with a range of organisations... More Click for more information on Ofgem Fuel Poverty Summit brief - 23 April 2008
Joint letter on green tariffs to Secretary of States - 20 February 2008
energywatch, along with the NCC, REA, and EST, has written to Hilary Benn and John Hutton regarding an obligation on suppliers to provide information on the fuel mix of every tariff a supplier offers.
Getting serious about energy complaints and customer service - 30 January 2008
The Government’s ambition to strengthen consumer representation relies heavily on companies’ ability to better manage the complaints they get from their customers. energywatch has urged Ofgem to develop a new complaint handling standard that will improve consumers’ experience of the energy market. The standard must also equip energywatch’s successor body with the necessary tools to continue its advocacy work on behalf of energy consumers.
Proportionality of suppliers' social tariffs - 13 January 2008
The 2007 Energy White Paper challenged the big 6 energy suppliers to offer adequate and proportionate programmes of assistance to those in most need.... More Click for more information on Proportionality of suppliers' social tariffs - 13 January 2008
The impact of information provision on behaviour change, desk research review - 31 October 2007
energywatch commissioned Ipsos MORI to undertake a desk research review to assess whether there are any examples of the provision of information impacting consumer behaviour, and what effect, if any, the method of presentation and communication information has on influencing consumer behaviour.
Proposal for Global Energy Consumer Charter - 29 October 2007
Part of the rationale for liberalising energy markets is that consumers will benefit from competitive pricing and enhanced service delivery. Experience in the UK and other markets where liberalization has occurred has shown that without adequate consumer protection measures, this reasoning is faulty. energywatch and Consumer International (CI) explores the benefits of a global energy consumer charter at CI's 18th World Consumer Congress in Sydney on 29th October 2007.
Look Smart Campaign - 18 October 2007
energywatch, the Energy Retail Association (ERA) and Utility Week have united as a coalition to launch the Look Smart campaign. Smart meters will benefit... More Click for more information on Look Smart Campaign - 18 October 2007
Better Regulation: an agenda for change - 18 September 2007
This paper weas distributed at a conference on the role of the regulator sponsored by energywatch in Edinburgh. Arguing that better regulation does not mean 'less is more' it supports a speech made by energywatch CEO Allan Asher.
Smart meters – costs and consumer benefits- Supplement - 12 July 2007
Since the publication of Smart meters consumer costs and benefits Ofgem has clarified the issues surrounding stranded assets for existing electricity and gas meters when replaced by smart meters. The difference between electricity and gas meters is explained.
Smart meters - costs and consumer benefits - 12 July 2007
A report looking at the benefits of installing smart meters and the costs of delay in replacing conventional meters. Smart meters send information between the consumer and supplier and give consumers up to date information on the energy they are using. The report's author Eoin Lees was the founding chief executive of the Energy Savings Trust, and has worked as an an independent consultant for Defra, DTI and Ofgem.
How energy markets are failing consumers - March 2007
Following extensive analysis of elements of the structure of the domestic energy market energywatch has identified aspects which act against the best interests of consumers. This discussion paper sets out the key arguments of energywatch’s case.
Working for Scottish consumers
The situation for energy consumers in Scotland has some important differences from the situation for consumers in the rest of Britain. energywatch believes the particular issues in Scotland need to be addressed.
Priorities for energy consumers in Wales - April 2007
energywatch has published a document setting out ten priorities for energy consumers in Wales that we believe all politicians and agencies working in Wales should address.
3 and easy, Scotland
Fairer tariffs, smarter metering and efficient energy use are the central pillars of energywatch's 3 and easy campaign in Scotland.
Climate Change inquiry: energywatch evidence submission - 1 September 2006
energywatch asserts that consumers need vastly improved information about their energy consumption in order to help them become more energy efficient. This document is written evidence submitted to the EFRA inquiry into how consumers can adapt their lifestyles to mitigate climate change impacts.
energywatch and Citizens Advice Briefing on the Problems with Token Prepayment Meters
energywatch and Citizens Advice have joined forces to expose how some energy companies’ failure to implement their own price rises is creating instant debt and misery for more than a million British households.
Why are consumers on Independent Gas Transporter Networks Losing Out?
energywatch believes that consumers served by independent gas transporter networks are not always receiving the same benefits of competition and choice as other gas consumers. This report details our concerns and the outcomes we are looking for.
Modernising Fuel Direct and the Third Party Deductions Scheme
The Third Party Deductions Scheme (TPDS - of which Fuel Direct forms part) allows consumers in receipt of certain benefits to have deductions taken from... More Click for more information on Modernising Fuel Direct and the Third Party Deductions Scheme
Getting Smarter: Improved energy information for consumers
Why the way energy information is presented to consumers is important.
Smart Metering in a Competitive Market
A view from the industry – including issues to resolve and some possible solutions.
Derek Lickorish, EDF energy [1MB]
Get Smart seminar summary - 29 September 2005
A short summary of the discussions and conclusions from the energywatch seminar.
Energy Conservation and Carbon Reduction
A review of research which shows how better information can lead to consumer behaviour change and ultimately reduced energy consumption.
Dr Sarah Darby, Oxford Environmental Change Unit [500Kb]
National Energy Action strengthening focus on the fuel poor
How smart meters could benefit vulnerable consumers and those in fuel poverty.
Joanne Carr, National Energy Action [80Kb]
What is a Smart Meter?
A presentation which explains the type of functions and capabilities that a smart meter can perform.
Alan Jones, Iskraemeco [5MB]
Smart meters
Bringing meters into the 21st Century - the benefits of smart meters.
A discussion paper which outlines the potential benefits that smart meters have for consumers, the market and the environment.
Billing Super Complaint
Referral document to the industry regulator, Ofgem, for investigation of billing problems in the domestic energy market.
Note: File size 1.5Mb