Which? published its response on 5 July 2023 to Ofgem's expectations for energy suppliers on financial resilience and on supporting consumers as profits return to the sector1. The consumer body said it was right for the regulator to set out clear expectations for how firms support customers as stability starts to return to the energy market1.
Rocio Concha, Which? Director of Policy and Advocacy, said bills would remain close to twice their pre-crisis level even after the recent fall in the price cap, and that this would be unaffordable for some households1. She said it was more important than ever that suppliers' customer departments are easily contactable and ready to help, and that all firms should be prepared to support customers struggling to afford their bills1.
"Even with the recent drop in the price cap, energy bills will still be almost double the amount they were before the energy crisis began"
Which? also called for suppliers to publish all their available tariffs clearly, so customers can compare any deal offered by their own supplier with existing customer tariffs at other firms1. It said this transparency would also let consumer groups give more accurate advice on the best deals currently on the market1.
The statement does not set out the level of the price cap, the size of the recent drop, or the date it took effect, and no figure for a typical household bill is given1. Ofgem's expectations themselves are not reproduced in the response, and the specific obligations they place on suppliers, and the date they take effect, have not been reported here1.
| Point raised by Which? | Detail given |
|---|---|
| Price cap | Recent drop noted; bills still almost double pre-crisis levels1 |
| Contactability | Customer departments should be easily contactable and ready to help1 |
| Support | All firms should be prepared to support customers struggling to afford bills1 |
| Tariff transparency | Suppliers should clearly publish all available tariffs1 |
Why it matters for households
The statement points to two things a household can act on. The first is contact: Which? treats reachable customer service as central to how suppliers meet their obligations, which matters when a bill becomes unaffordable. The second is tariff visibility. If suppliers publish all their available tariffs, a household can see how a deal offered by its own supplier compares with existing customer tariffs elsewhere, rather than judging an offer in isolation1.
For a home's energy independence, the practical effect is on the terms a household can choose between, not on how much energy it uses. Which? frames the current position as one of falling wholesale costs passing only partly into bills, with the remainder still close to double pre-crisis levels1. That gap is the context in which switching decisions, fixed deals and support arrangements are being made. The energy price cap sets the default terms for most households, while the financial resilience rules govern how suppliers are expected to withstand stress, and the consumer bodies including Citizens Advice and Consumer Scotland handle complaints and advice. Which? is itself one of the organisations that would use published tariff data to advise households1.
What happens next
No dated next steps are set out in the response1. Which? does not say when it expects suppliers to publish their full tariff ranges, or what happens if they do not1.