Economy Energy customers “should not worry”, says Citizens Advice

Citizens Advice, in its role as the official consumer champion for energy, has responded to news that Economy Energy has ceased trading.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Economy Energy customers should not worry. There will be no interruptions in supply and the regulator Ofgem will appoint a new supplier in the coming days.

“Customers who pay by direct debit or when they get their bill should take up to date meter readings. They should also avoid switching suppliers at the moment, as they risk losing any refunds they’re due. Prepay customers should be able to top up as normal. Ofgem have said the outstanding credit balances of domestic customers will be protected.

“The failure of energy suppliers is becoming an all too familiar story. Ofgem’s moves to tighten up the licensing rules should address the problem of unprepared companies coming into the market. But the continued failure of suppliers shows there are firms operating that require the regulator’s urgent attention.”

Consumer advice contactsCustomers can find more information on Ofgem or Citizens Advice websites. Customers unsure of their next steps can contact the Citizens Advice consumer helpline on 03454 04 05 06. Please note, this service operates Monday to Friday, 9am to 5pm.

BackgroundEconomy Energy scored just 2.4 stars in Citizens Advice’s latest customer service star rating.

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 citizensadvice.org.uk

  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.