Conclusion 12

Martin Lewis told us that, as with social tariffs, the system places the burden on people in vulnerable circumstances to declare those circumstances to companies and to ask for support.33 CCW told us that, for those consumers who are aware, they may be deterred from seeking support, for example if they are fearful about bringing their financial situation to their service providers’ attention. People in vulnerable circumstances may need to tell several companies when registering, because, for example, supply and distribution companies in energy are separate. However, CCW told us that consumers often have to tell multiple people and teams within the same company, of their circumstances which adds to their distress.34 Martin Lewis and Citizens Advice were keen for a more centralised system allowing customers to “tell once”, where that information could be shared with other providers if the consumer consents.35 CCW also called for specialist, dedicated help from expert teams who understand how peoples’ vulnerabilities intersect, and for greater proactivity and curiosity from regulators in using their powers to ensure companies provide support in a much more standard, business-as-usual way.36 28 Qq 21, 25 29 C&AG’s Report, para 19 30 Q 25; C&AG’s Report, para 19 31 Qq 25, 54, 62-63, 76; C&AG’s Report para 19 32 Q 25 ; Citizens Advice, Ask Once - Consumer views on a Multi-sector Priority Services Register, May 2026 33 Q 4 34 Q 6 35 Q 4, 17 36 Qq 13, 20 12