UK regulators urged to boost awareness of bill support as millions miss out

A National Audit Office (NAO) report finds that more than £7 billion of household debt has accumulated in the UK as millions of consumers are unaware of existing support for water, energy and broadband bills. Only about one‑third of eligible broadband customers and 39 % of water customers know about social tariffs, leaving vulnerable households without needed relief. The report highlights a 118 % rise in household energy debt since 2021, linked to price volatility after Russia’s invasion of Ukraine. Regulators – Ofgem, Ofwat and Ofcom – are criticised for not aligning performance metrics with consumer experience, with many customers struggling to contact providers and to learn about repayment plans or social tariffs.

The NAO recommends that regulators improve promotion of support schemes, streamline data‑sharing across sectors, and address drivers of rising debt such as billing errors, moving‑home delays and tariff‑switching barriers. It also calls for a targeted debt‑relief scheme and stronger identification of vulnerable consumers. Gareth Davies, head of the NAO, said regulators must act urgently to help households, while Public Accounts Committee chair Sir Geoffrey Clifton‑Brown warned that debt to energy companies has more than doubled and many consumers remain unaware of available assistance.