London Fuel Poverty Hub

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Useful contacts

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The London Fuel Poverty Hub was created by SE2 Ltd. If you would like to contribute details of a fuel poverty scheme, or send us an opinion piece, please contact You can also find out more about what we do at or by calling our team on 020 8469 1333.


National Energy Action (NEA)
A national charity which aims to eradicate fuel poverty, and campaigns for greater investment in energy efficiency to help those who are poor and vulnerable. They work in partnership with central and local government, fuel utilities, housing providers, consumer groups and voluntary organisations.

Their website is full of useful information, help and advice, with pages covering the following:
–      Paying for energy
–      Maximising income
–      Warmer homes
–      Switching supplier
–      Advice for the elderly, disabled and chronically sick
–      Health and Safety
–      Getting legal help
–      Green Deal and ECO
–      Hints and tips


Tel: 0191 261 5677
Fax: 0191 261 6496

National Energy Action
Level 6, West One
Forth Banks
Newcastle upon Tyne


Energy Saving Trust (EST)
EST offer impartial advice to communities and households on how to reduce carbon emissions, use water more sustainably and save money on energy bills. They work with governments, local authorities, third sector organisations and businesses.


Tel (Head Office): 020 7222 0101
Tel (for advice): 0300 123 1234
Fax: 020 7654 2444

Energy Saving Trust England
21 Dartmouth Street


Consumer Futures (previously Consumer Focus)
Consumer Futures is a Non-Departmental Public Body sponsored by the Department for Business and Skills. They represent consumers of energy across Great Britain, and they publish reports and consultations on their website aimed at helping consumers understand their rights in the energy markets. They also provide information for advice providers and other stakeholders who assist consumers with energy complaints.

Consumer Futures also run an Extra Help Unit that (amongst other things) investigate complaints made against energy suppliers, and help households at risk of being disconnected from their energy supply. They also work with energy suppliers to improve their customer service.


Tel: 020 7799 7900
Fax: 020 7799 7901

Consumer Futures
Victoria House
Southampton Row

If you know the person you would like to contact, then enter their
Alternatively, email


Citizens Advice Consumer Service
The Citizens Advice Consumer Service provides free, confidential and impartial advice on consumer issues (including on energy). Their website offers advice on consumer rights and how to take action- for example if you wish to switch energy suppliers or cancel a contract.


Citizens Advice consumer helpline: 08454 04 05 06
Textphone: Dial 18001 followed by the Citizens Advice consumer helpline number

They also have online forms for queries about energy, and for complaints about energy companies. Alternatively, you can write to the following address with energy querys:

Citizens Advice consumer service
PO Box 833
Moulton Park


The Energy Ombudsman
The Energy Ombudsman is an independent body that helps to sort out disagreements between energy companies and their domestic and small business customers. They investigate complaints and decide on what action (if any) should be taken, if consumers and energy companies can’t agree. You can find out more about how they work here.


Tel: 0330 440 1624
Text phone: 0330 440 1600

Ombudsman Services: Energy
PO Box 966


Home Heat Helpline
The Home Heat Helpline provides advice for those worried about paying their energy bills and keeping warm during the winter. It also gives advice to low-income households in urgent need of help and advice. It is free to call and is open 9am-6pm Monday to Friday.

The Home Heat Helpline website also features factsheets and leaflets with information on energy efficiency and how to save on energy bills. You can request a call back on the website, and a free online chat service is also available.


Tel: 0800 33 66 99


The Big London Energy Switch
The Big London Energy Switch is a collective scheme run by a number of councils in London. It gathers together people who want to pay less for the energy they use at home, and are looking to switch providers.

The scheme organises regular energy auctions, where energy suppliers are invited to offer their cheapest tariffs to everyone who has registered. The supplier that offers the cheapest tariff wins the auction.

After the auction, once you have received your offer, you can decide whether to accept the offer and switch or not.

The next energy auction will take place this Autumn 2013. Registration opened in August.

The Big London Energy Switch website has a handy video which explains the scheme in more detail, or you can contact the representative for your own borough.


Details for those Boroughs involved can be found here


If you have a question about fuel poverty or would like to contribute a news article or case study to this website, get in touch:

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