Navigating Energy Challenges – our new client and stakeholder information project

Published: 17 February 2025

Navigating Energy Challenges, launched today, will address the topics that press most heavily on clients. To improve understanding of a core living standards issue our new public information series aims to inform both clients and decision-makers.
By Victoria Wan, Research & Campaigns volunteer at Citizens Advice Epsom & Ewell. (3 minutes)

At CAEE we know that energy, in all its aspects, is a significant concern for many in the EE community.

In 2024, energy issues accounted for 60% of all utilities and communications issues reported to us.

Top energy issues in 2024

Our data highlights the three most common energy issues facing CAEE clients in 2024:

1. Struggling to pay energy bills (30%)
Many are finding it difficult to pay their energy bills. Notably, March and April see a surge in the number of clients seeking advice on this issue when higher winter bills arrive.

2. Priority Services Register (15%)
Vulnerable individuals—including the elderly, disabled, or those with young children—are unaware of the free Priority Services Register (PSR). This means they’re missing out on essential energy support services they are eligible for.

woman and meter — ^{A woman reduces the power of the gas boiler in her home to save money.}

3. Billing and meter reading (10%)
Understanding energy bills and accurately reading meters can be challenging. Errors or mis-understandings in this area can lead to overpayments or unexpected charges.

Gas safety: Carbon monoxide awareness

To kick off Navigating Energy Challenges we begin with a risk to millions of households – carbon monoxide (CO). There’s an urgent need to raise awareness about this silent killer, an odourless, colourless gas that can be fatal if undetected. More information here.

Navigating Energy Challenges – the series

Over the coming weeks, our NEC posts will provide:

Information and data: Insights into the latest energy issues affecting our community.
Clients’ stories: real-life examples of how we helped our clients navigate their energy challenges.
Practical tips: Simple steps to help you manage energy-related issues effectively.
Support: Information on services available to assist you.

Look out for our energy series with useful information on managing energy problems, ensuring safety and steps towards better industry policy and practice.