{"primaryDescription":"

Water, energy and broadband regulation: How can consumer experience be improved?

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The Public Accounts Committee (PAC) will examine the regulation of water, energy and broadband with witnesses including Martin Lewis CBE, founder of MoneySavingExpert.

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Watch live on YouTube

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For the first time since 2019, the session will see a Select Committee question the leaders of Ofcom, Ofgem and Ofwat all together on a single panel, about how they ensure customer expectations are met.

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Financially vulnerable consumers are reporting lower-than-average satisfaction in the energy and broadband sectors, while broadband customers with a limiting condition also report lower-than-average satisfaction. Customers say they can find it difficult to contact their company when things go wrong.

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Separately, customer debt in the energy sector was over £4bn in March 2025, and has more than doubled since 2021, while energy repayment plans have not kept pace despite regulatory requirements to offer them. Debt to water companies is just under £3bn.

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The PAC will hear first from a panel of experts on the issues faced by consumers before scrutinising senior leadership of regulators from all three sectors. Likely topics include what regulators are trying to achieve in relation to consumers’ experience, what regulators are doing to address high consumer debt, and how they can promote consistent support for customers with additional communication, safety and access needs.

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