Which? published its response to Ofgem's consultation on a framework for consumer standards and policy options to address priority customer service issues on 8 June 20231. The consumer body said its research shows a consistent decline in customer satisfaction with energy companies, and that it believes urgent improvements are needed across the industry1.
The consultation, run by the energy regulator Ofgem, covers proposals to address priority customer service issues and to develop an overarching framework to raise consumer standards over the longer term1. Which? set out its position in a policy submission, with the full response available as a PDF of 164 KB1. The submission is attributed to Siobhan Reynolds, Senior Policy Adviser at Which?1.
"We welcome this opportunity to respond to Ofgem's proposals to address priority customer service issues, and to develop an overarching framework to raise consumer standards in the longer-term."
Which? said in the same response that its research shows a consistent decline in customer satisfaction with energy companies, and that it believes there is a need for urgent improvements across the industry to deliver the service customers expect1. The response does not set out, in the published text, the specific policy options Which? favours; those are contained in the downloadable PDF1. Ofgem's own proposals, and any decisions following the consultation, are not detailed in the published response1.
Why it matters for households
Consumer standards cover the day to day dealings a household has with its energy supplier: billing, complaints, how quickly problems are fixed and how clearly costs are explained. A framework of this kind sits alongside the licence conditions and rules that Ofgem sets and enforces, and it is through those rules that a household's practical protections are defined. The consultation process itself is the route by which such rules are proposed, tested and changed, as set out in how energy consultations and policy are made.
For a household, the relevance is less about any single rate or tariff and more about the reliability of the service behind the meter: whether a supplier answers, whether a bill is right, and whether a problem is resolved without escalation. Which?'s stated finding of a consistent decline in satisfaction is a claim about service quality across the industry rather than about prices1. The response does not quantify that decline, and no figures for complaint volumes, response times or satisfaction scores are given in the published text1.
Energy independence at household level depends partly on being able to understand and act on what a supplier charges and why. Standards that make billing and communication clearer bear on that directly. The same regulator also oversees heat networks, where consumer protection arrangements are being developed separately.
What happens next
No timetable for Ofgem's decisions following the consultation is given in the published response1. Which? has made its full submission available for download1. Further detail on the proposals and any next steps has not been reported in the material published by Which?1.