Energy Aware: helping consumers understand energy better

We have updated our Energy Aware campaign to help households and businesses understand and manage their energy better.

We want to work with consumer groups, charities, local authorities and other trusted organisations to share practical advice and tools with consumers.

Why energy awareness matters

Our recent energy consumer satisfaction survey shows that people who better understand our energy system:

• have better customer service experiences
• are more likely to choose a better tariff

The most important thing a consumer can do to save money on their energy bill is to make sure they understand their tariff and choose the best one for them.

What we want households and businesses to know

We have developed a set of campaign messages to help people take control of their energy use and get the support they need.

Our Energy Aware campaign messages

1. It pays to keep in touch

Managing your energy bills can be stressful. Staying in touch with your supplier can:

• help you access support
• make sure your bill information is sent to you in a way that you can access
• get you added to the Priority Services Register if needed so that you have access to extra support

2. Stay connected to stay informed

Keep your contact details up to date and respond to letters, calls and emails. This helps you:

• stay informed about billing and support
• make sure you do not build up too much credit in your account or end up in debt

Suppliers are currently trying to return unclaimed money to 1.9 million customers from closed accounts. Most of it is unclaimed due to missing contact details.

3. Reach out early for support

If you are struggling to pay your energy bill, contact your supplier. They have to provide:

• tailored help
• flexible payment options
• access to support services

You still have rights as a consumer, even if you are behind on your bills.

4. Make smart choices about your energy

If your tariff is not working for you, ask your supplier about:

• other options
• energy-saving advice that could cut costs

Download the Energy Aware toolkit

The Energy Aware toolkit is designed to help consumer facing organisations share these messages. It includes:

• posters and flyers
• advice sheets
• social media graphics
• Information translated into multiple languages

Download the Energy Aware toolkit and start sharing it today.

How you can get involved

We are working with consumer facing organisations to develop the next round of messaging. We are also exploring new ways to support people through future campaigns.

If your organisation would like to get involved, email us at energyaware@ofgem.gov.uk.