What we do
Working with suppliers
The Extra Help Unit (EHU) has statutory duties to help vulnerable domestic and micro-business consumers with complaints made against regulated energy providers. Every year we act on behalf of more than 12,000 consumers across Great Britain to resolve difficulties relating to their energy supply.
We work fairly and openly with energy suppliers, consumers and other industry stakeholders to find practical solutions and build relationships.
By law part of our role involves providing data to Ofgem under Section 14 of the Consumers, Estate Agents and Redress (CEAR) Act which can be used in enforcement action if necessary. However we will always offer energy suppliers the opportunity to address any specific concerns before information is passed to the regulator.
As an energy supplier you may receive complaint referrals from the Extra Help Unit.
Referrals to the Extra Help Unit come from Ofgem, the Energy Ombudsman, elected representatives and other advice providers however, 90% of cases are referred to us through the Citizens Advice Consumer Helpline.
- Priority cases are transferred mid-call to an EHU caseworker who is responsible for contacting your company on the same day. We will send a Priority Form which needs to be investigated and returned to us within 2 working days.
- Non-urgent cases are emailed and allocated to a caseworker who is responsible for contacting your company within 5 working days. We will issue a Complaints Form which needs to be investigated and returned to us within 10 working days.
Cases will only be closed when we have received these completed forms and are satisfied with the response. Find out more.