The energy price cap will rise by £63 in October 2024, the third increase in a year. That adds roughly £180 to the average household’s annual bill since January. And the regulator responsible for setting that cap, Ofgem, is now looking for a PR agency to burnish its reputation.
As reported by PR Week UK, Ofgem is pitching for a communications contract, part of a wider push to rebuild trust after a torrid few years. The regulator has faced sustained criticism over the price cap’s design, the collapse of dozens of suppliers in 2021–22, and confusion around standing charges. For the 18 million households on standard variable tariffs, that trust gap has a direct cost: every policy misstep lands on their bill.
Why trust matters for your energy bill
Ofgem sets the price cap twice a year. It also sets network charges, standing charges, and the rules for how suppliers handle complaints. When the regulator gets communication wrong, homeowners pay. A 2023 survey by Citizens Advice found that 43% of people did not understand their energy bill, and 1 in 5 had missed a discount or grant because they did not know it existed.
Better PR means clearer bills. It means faster explanations of why standing charges are rising (they increased by 7% in April 2024, adding £15 to the typical annual bill). The Great British Insulation Scheme closed on 31 March 2026. It funded insulation measures only and never covered windows or glazing. Ofgem does not run those schemes, but it sets the market rules that suppliers use to promote them.
The catch is that PR is not policy. A slicker website or a better press release will not lower the price cap. What it can do is make the system navigable. If Ofgem uses this pitch to simplify its public-facing information, particularly around EPC ratings, heat pump costs, and insulation grants, that would be a genuine win for the 12 million homes with an EPC rating below C.
What this means for eco-home upgrades
Ofgem’s communications overhaul comes at a important moment for home energy efficiency. The government’s target is to install 600,000 heat pumps a year by 2028. Current installations are running at around 55,000 annually. One barrier is confusion: homeowners do not know what a heat pump costs (typically £7,000–£13,000 installed, after the £7,500 Boiler Upgrade Scheme grant), how long it takes to install (usually 2–5 days), or whether their home is suitable.
If Ofgem’s new PR strategy includes clearer guidance on heat pump economics, running costs, and payback periods, it could accelerate adoption. The Energy Saving Trust estimates that a well-insulated 3-bed semi switching from a gas boiler to an air-source heat pump saves around £400 a year on heating bills. But that figure depends on the property’s insulation, the heat pump’s efficiency, and the variable tariff the household is on. Ofgem’s role is to ensure those variables are explained, not buried in small print.
The Great British Insulation Scheme closed on 31 March 2026. It funded insulation measures only and never covered windows or glazing. Only 120,000 homes had been treated by mid-2024, against a target of 300,000. Better communication from the regulator could direct eligible households to the scheme before the funding window closes in March 2026.
Who qualifies, and who does not
Ofgem’s PR pitch will not change who qualifies for energy support. But it could change how easily they find out. Currently, eligibility for the Warm Home Discount (£150 off electricity bills for low-income households) is determined by the Department for Work and Pensions, not Ofgem. Yet Ofgem sets the rules for how suppliers notify customers. A clearer notification process, sent in plain English, with a single link to check eligibility, could boost take-up from the current 3 million households to the 4 million estimated to be eligible.
For homeowners considering an eco-upgrade, the key question is: who tells you what you can get? Right now, the information is scattered across gov.uk, the Energy Saving Trust, individual suppliers, and local authorities. If Ofgem’s new communications contract produces a single, authoritative source, a ‘one-stop shop’ for energy efficiency advice, that would be a genuine improvement. The Scottish Government’s Home Energy Scotland service offers a template: it bundles grant advice, installer lists, and bill comparisons into one phone call or web visit.
But the regulator must go further. It should publish real-world cost data from installations, not just theoretical savings. It should name suppliers that mis-sell heat pumps or insulation. And it should hold suppliers accountable for the accuracy of the EPC recommendations they send to homeowners, many of which are boiler-plate and irrelevant to the property’s actual fabric.
Households on standard variable tariffs should watch for changes in their supplier’s communication from early 2025, when Ofgem’s new contract is expected to take effect. If bills become clearer, and grant information more prominent, the PR spend will have paid for itself. If not, the regulator will have spent public money on spin while standing charges keep rising.
Frequently Asked Questions
Not directly. The price cap is set by a formula based on wholesale energy costs, network charges, and supplier operating costs. Better communication will not lower those costs. But it could help you find grants and schemes that reduce your bills, such as the Warm Home Discount (£150) or the Great British Insulation Scheme, which you might otherwise miss.
Ofgem is currently pitching for a PR agency, with the contract expected to start in early 2025. Changes to bills, website content, and supplier guidance would likely roll out over the following 6–12 months. Homeowners should look for clearer bill formats and more prominent links to energy efficiency grants from spring 2025.
