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Ofgem decarbonisation plan sets out ‘the right challenges’, says Citizens Advice

3 February 2020

Citizens Advice, in its role as the official consumer watchdog for energy, has responded to Ofgem’s Decarbonisation Action Plan.

Dame Gillian Guy, Chief Executive of Citizens Advice, said:

“Ofgem has set out the right challenges, it now needs to deliver on them.

“The shift to net zero will mean major changes to the way we all use energy. 29 million homes will need to have their heating system changed and electric vehicles will eventually replace petrol and diesel models.

“The regulator, government and industry has to put people at the heart of this process. People need to understand why these changes are needed, they will need help and support to make those changes and strong consumer protections if things go wrong.

“Ofgem has recognised the need to protect vulnerable customers as we move to net zero. It will be important that people in vulnerable circumstances are able to benefit from access to new technologies and services. If we don’t get the difficult decisions about the low carbon transition right, it will ultimately be those who can least afford it who end up hardest hit.”


Citizens Advice research (January 2020) revealed overwhelming public support for the net-zero target but that there is a gap in public understanding about changes that will be necessary for the UK to become carbon neutral by 2050.

Notes to editors

  1. Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
  2. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.
  3. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.
  4. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.
  5. Citizens Advice’s services are free, independent, confidential and impartial, and available to all regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  6. To get advice online or find your local Citizens Advice, visit
  7. For consumer advice, call the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 to talk in Welsh.
  8. We helped 2.6 million people face to face, by phone, email and webchat in 2017-18. For service statistics see our monthly publication Advice trends.
  9. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.