Fairer, faster redress for energy consumers 

Energy Ombudsman welcomes today’s announcement from the Department of Energy Security and Net Zero (DESNZ) to introduce measures that will create a faster, fairer and more accessible redress system for energy consumers, including heat networks.

Having worked closely with DESNZ and Ofgem throughout the consultation process, we recognise the importance of strengthening the role of Energy Ombudsman and improving access to dispute resolution for energy consumers.

The new measures include: 

1. Compensation for late remedies

Energy Ombudsman will have the powers to require compensation directly to consumers where suppliers fail to implement decisions on time and in full.

2. Faster access

Consumers will be able to escalate complaints to Energy Ombudsman sooner - the waiting period before referral will drop from 8 weeks to 6.

3. Quicker resolutions

Cases to be resolved by Energy Ombudsman within 4 weeks, further reducing the overall maximum consumer complaint journey.

4. Easier access to redress

Energy Ombudsman has been asked to continue working with the sector to explore strengthening signposting and automatic onboarding once a complaint has been open for 6 weeks or reached deadlock.

5. Stronger powers

The government will continue to work on improving the legal standing of decisions made by Energy Ombudsman so that consumers can have greater confidence that outcomes will be upheld.

Commenting, Ed Dodman, Chief Ombudsman for Energy Ombudsman, said:

“The measures announced today by the Department for Energy Security and Net Zero represent a positive step forward in enhancing consumer protections and reinforcing high standards across the energy sector. In an essential market such as energy, it’s vital that the right steps continue to be taken to strengthen trust, accountability and outcomes for consumers.

“Strengthening the role of Energy Ombudsman and making the process faster will ensure consumers can not only have quicker access to redress but also have the confidence that issues will be resolved effectively.

There is still work to be done, and we look forward to continuing to work collaboratively with government, the regulator, suppliers and stakeholders to ensure the system delivers fair, timely and accessible outcomes for all.”

Fairer, faster redress in the energy market - GOV.UK