Select committee: Public Accounts Committee
Conclusion 15
13th Report - Regulation of water, energy and broadband
Published 11 Sep 2026
Addressed to HM Treasury
Public Accounts Committee Regulation of water, energy and broadband All items in this report Report on parliament.uk ↗ Inquiry on parliament.uk ↗
Conclusion (the committee's words)
The National Audit Office (NAO) found that, although each regulator sets rules and expectations regarding how companies communicate with customers, many customers still find it difficult to contact the company supplying them. For example, in 2024 only 64% of broadband customers were satisfied with how easy it was to find the contact details of their supplier when making a complaint. Similarly, it found that energy customers can find it challenging to contact their supplier through communication channels that meet their needs, such as telephone.42
From: Public Accounts Committee, 13th Report - Regulation of water, energy and broadband (HC 105), 11 September 2026
Government response
Government response awaited: deadline 11 November 2026.