Working with suppliers

The Extra Help Unit (EHU) has statutory duties to help vulnerable domestic and micro-business consumers with complaints made against regulated gas and electricity providers. Every year we act on behalf of more than 30,000 consumers across England, Scotland and Wales 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.

Case work

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, the majority of cases are referred via the statutory first tier advice providers Citizens Advice Consumer Helpline (England and Wales) and Advice Direct Scotland (Scotland).

• Priority complaints 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.
• Complaints 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.

*occasionally during periods of high demand this may take up to 48 hours

Cases will only be closed when we have received these completed forms and are satisfied the matter has been investigated, explained and a reasonable outcome offered considering the consumer's circumstances. Find out more.