A consumer may be vulnerable if they are unable to pursue a complaint on their own behalf due to personal circumstances, the complexity of their complaint or where they are at risk of having their energy supply disconnected.
How do I get help from the Extra Help Unit?
The Extra Help Unit is not a public helpline. Consumers are referred to the Unit by the Citizens Advice Consumer Service (03454 04 05 06).
Referrals are also received from the Energy Ombudsman, Ofgem and elected representatives.
Consumers seeking help with an energy or post complaint should contact the Citizens Advice Consumer Helpline in the first instance on 03454 04 05 06.
Please note: All telephone calls with the Extra Help Unit are recorded for training and monitoring purposes.
What else does the Extra Help Unit do?
The unit also provides the Ask The Adviser telephone service for advice providers seeking specialist advice to resolve energy or post complaints for their clients.
The Advice & Stakeholder Team analyses casework trends within the unit and identifies policy issues affecting vulnerable consumers, working with energy suppliers and industry bodies to make improvements.
Customer feedback and comments from our independent customer satisfaction survey:
“Just wanted to say a very big thank you. Your efficiency has been second to none. Thank you so much for your support in what was a long, frustrating and stressful battle until you took the lead for me.....”
"Friendly, calm, reassuring and quicker than I thought. Brilliant service for people that need help but aren’t getting it. They listen and are knowledgeable."
"I would say that it is the best way for people to get help with issues with energy suppliers...to go to the extra help unit"
“The guy who dealt with it was great. He didn’t judge me and helped me through it.”
"They were efficient, friendly, professional and got the job done."