Use plain language and signpost social tariffs new household bills report urges – Martin Lewis says it's 'a great start' but 'more can be done'

The recommendations have been published today (Friday 11 September) by the cross-party Public Accounts Committee in its 'Regulation of water, energy and broadband' report. The report also criticises regulators for failing to do enough for vulnerable people.

"Regulators have a critical role in supporting these consumers and, despite some progress, we do not have confidence that they are doing enough for consumers in need," the report states. "There needs to be far more urgency from regulators, and greater use of their powers, to ensure consumers get the standard of service they deserve."

Martin Lewis: 'This would be a great start in improving things'

The report has addressed many of Martin's asks...

The committee put forward a raft of proposals – the following of which address Martin's asks:

• Setting up a 'tell us once' system for vulnerable consumers to share their circumstances once across multiple sectors. Martin told the committee that he and his charity, the Money and Mental Health Policy Institute (MMHPI), have long been calling for such an approach, saying the current system "puts the burden on the vulnerable individual at moments of vulnerability", adding that it "shouldn't be like that in a digital world".
  

• Ensuring consumers are being effectively communicated to by suppliers. Within six months, the three sector regulators – Ofcom, Ofgem and Ofwat – need to write to the committee explaining "how they will use their powers more forcefully to improve suppliers' communications with customers". They should also encourage suppliers to contact consumers proactively, so they can better spot when they need access to extra help.
  
  Martin had told the committee to "stop confusion ruling", with different water companies setting different eligibility criteria for financial help, for example.

• Improving how telecoms and water social tariffs are advertised. Ofcom and Ofwat should review the way they advertise social tariffs to consumers, focussing on accessibility and clear communication, within six months.
  
  Additionally, Ofcom should review how it authorises price comparison sites so they ALL show social tariff options to consumers when appropriate. Martin told the committee that MSE's broadband comparison tool does include social tariffs in searches, a current rarity across comparison sites.
  
  Martin had also proposed that water companies undertake a "communications audit", calling for improved signposting and accessibility around social tariffs.
  
  Currently, an estimated 6.1 million households are missing out on water social tariffs, and 8.4 million are missing out on broadband social tariffs, according to research firm Policy in Practice.

• Making the eligibility criteria for social tariffs more uniform. The committee says this would make the process of accessing these tariffs less overwhelming and confusing for consumers. However, the report hasn't gone as far as recommending a single, universalised water social tariff.
  
  Martin had told MPs he didn't understand "why the Government did not universalise the social tariff", saying it'd be "far better" if offerings were more consistent across the board.

• Encouraging the "replacement or abolishment of Standing Charges". The committee called Standing Charges a "major source of dissatisfaction" among consumers and told the Government to look into the issue, though it stopped short of more detailed recommendations.
  
  Martin has long called for lower Standing Charges, which you pay just for the facility of having gas and electricity (even if you don't use any). He told the committee that they're "by far and away the thing that drives people mad the most".

Further action to support vulnerable consumers has also been recommended

In addition, the committee has recommended the:

• Creation of a central debt register across the water, telecoms and energy sectors. This should be done within 12 months by the Government, so that suppliers can more easily identify people who may need additional help.
  
  The Government should also work with Ofwat to provide more consumers with debt repayment plans. As of March 2025, consumers owed over £7 billion to energy and water companies alone.

• Definition of "vulnerable" to become more consistent across broadband, energy and water. The report states that this is something the three regulators should explore.

• Government provides a timeline on the introduction of an independent Water Ombudsman. In January, the Government committed to setting up a Water Ombudsman with legally binding powers to resolve consumer complaints, but it hasn't yet set out a timeline for doing so. At the time, Martin said he was "very pleased" with the plans.

Mid-contract telecoms price hikes haven't been tackled

In the committee session, Martin called on the Government and Ofcom to do the "bleedin' obvious" and ban above-inflation, mid-contract price hikes once and for all.

Martin raised exclusive research from MSE, which found that the majority of broadband and mobile customers had been left with higher bills after the introduction of Ofcom's new rules on this issue. However, this was not addressed in the report.

We've asked the Government to respond to the report in full and we'll update this news story if we get a response.