Recommendation 20

The Department recognised this as a serious issue. It made clear that, because in the first instance consumers facing energy debts should contact their energy supplier, the regulatory regime should that require suppliers to offer “good, accurate and helpful advice” and that the Department was expecting this of Ofgem. It told us that it was exploring options around the issues of the support and advice [that energy suppliers] offer consumers. 54 The Department said it has started a review of Ofgem which is looking to make sure it has the powers and capabilities it needs to address any poor outcomes for consumers.55 It is also working with Citizens Advice on whether more could be done to provide a “stronger debt advice service” for consumers.56 It also told us that it was working closely with Ofgem as it is consulting on and preparing its new consumer debt strategy.57 Written evidence we received from Fair by Design highlighted concerns, however, that a debt relief scheme proposed by Ofgem will not implemented until winter 2025.58 54 Q 52 55 Qq 53, 67 56 Q 52 57 Q 53 58 EBS0008 13 2 Responding to future energy price volatility Reducing electricity bills