The Public Accounts Committee published a report on 11 September 2026 finding that water, energy and broadband regulators should do more to fulfil their critical role in supporting consumers struggling to afford their bills1. The inquiry took evidence from Martin Lewis, Citizens Advice and the Consumer Council for Water, and the committee says it lacks confidence that Ofwat, Ofgem and Ofcom are doing enough to help consumers in need1.
The report centres on debt. Consumer debt to energy and water companies totalled £7.2bn in March '25, and the committee says the problem is set to worsen with energy and water bills due to rise further1. It found that regulators do not have a comprehensive view of a person's debt across energy, water and broadband, and that early identification and intervention can be key when people begin to struggle financially1.
Take-up of discounted support is low. Only 6% of water customers in England and Wales, and fewer than 9% of eligible broadband customers, are on social tariffs1. For energy and water support aimed at those with additional communication, safety and access needs, 13% of households have taken it up, against an estimated half of households that could be eligible1.
The committee recommends that regulators work with government to help companies proactively identify those in need of support, with a view to making discounted tariffs a default for the most financially vulnerable, and to create a single central register of customers so that needs and data can be shared between companies across sectors1. It also identifies gaps in consumer protection in water and broadband: the government should set out when and how it will introduce a statutory water ombudsman, and an organisation responsible for free advice to telecoms consumers1. Regulators are asked to show how they will bring about a "tell us once" approach across all three sectors, so people do not have to repeat personal circumstances to multiple suppliers, and how they will use their powers more forcefully on suppliers' communications1.
"Bills are increasing. Energy debt is correspondingly rising. We are in the midst of a continuing cost of living crisis, with little sign that the lookout globally will become any more forgiving for the vulnerable any time soon."
The report says the current system relies too heavily on vulnerable customers being willing and able to repeat personal information about their financial circumstances to providers, which they are fearful about doing, and that customers must navigate confusing terminology to establish eligibility, with some becoming stuck in a cycle of asking for help as companies turn to AI chatbots1.
Why it matters for households
The findings bear directly on how easily a household can get help it is entitled to. The committee's figures suggest that most eligible households are not receiving discounted tariffs, and that the burden of proving eligibility falls on the customer, often repeatedly and across separate suppliers1. A single register and a "tell us once" approach would, in the committee's framing, reduce that repetition; making discounted tariffs a default would shift the starting point from application to automatic enrolment for the most financially vulnerable1. For energy specifically, the report sits alongside existing arrangements for the energy price cap and the prepayment and vulnerable customer rules, which govern how suppliers treat customers in difficulty. Complaints routes are covered in the site's guide to energy complaints and redress, and the department that would respond on policy is covered in the guide to DESNZ. The report does not set out new obligations for suppliers; it asks regulators and government to act1.
What happens next
The report asks Ofgem, Ofwat and Ofcom, and government, to respond. The committee's chair said: "With their response to this report, we shall find out"1. No date for that response, and no timetable for a statutory water ombudsman or a telecoms advice body, has been reported1.