When people think about the energy industry, they likely don’t picture face-to-face chats taking place on Britain’s high streets. But that’s exactly what happens every day in Utilita’s Energy Hubs. That’s why we were delighted to welcome the Secretary of State for Energy Security and Net Zero Miatta Fahnbulleh to our Luton Hub, where she met customers and our expert advisors to see how in-person energy support is helping households navigate rising living costs.
Utilita’s Energy Hubs are unique within the energy sector: community-based advice centres that bring back the personal touch, offering free support to anyone, regardless of whether we supply them. Whether it’s topping up, accessing financial assistance, or simply getting advice on cutting energy waste, our trained advisors are there to provide practical help. No call queues, no chat bots, and no need to be confident online.
During the visit, Luton Hub Supervisor John Olise explained the important role Hubs play in local communities. Every year they deliver almost 10,000 hours of outreach through partnerships with charities, community groups, and local organisations, helping us reach those that might otherwise fall through the cracks.
“Every day we see the positive impact that face-to-face advice has for our customers. Anyone can pop in and we’re on hand to help in any way we can and we thank the Secretary of State for taking the time to listen to our customers’ stories.”
John Olise, Luton Hub Supervisor
We also welcomed government action to reduce energy bills by removing Renewables Obligation and Energy Company Obligation costs from bills, alongside VAT from electricity. Through our Fairer Energy campaign, we’ve argued that too many costs unrelated to the energy people actually use have built up on household bills, so these changes are a positive step in the right direction.
“We are very proud of our community Energy Hubs and it was a pleasure to show the Secretary of State what our teams on the ground do day in and day out to support customers. We are seeing more and more customers struggling with affordability and our Hubs provide an early warning system to identify who needs support. The Government’s action to remove some costs from bills is a very positive first step and we look forward to working with the Secretary of State on further interventions to help those in need.”
Bill Bullen, Chief Executive of Utilita
Ofgem’s Energy Price Cap announcement yesterday shows why those further interventions matter. Ofgem have confirmed a 4% rise in the Price Cap from 1 October, taking energy costs for a typical dual-fuel direct debit household from £1,663 to £1,723 a year. Most of this increase is driven by higher wholesale gas costs, with bills rising by 8%, while electricity stays broadly flat due to the government’s welcome decision to remove VAT from electricity coming into effect. Ofgem estimate that the October figure would have been around £45 higher without that relief.
Many households continue to face affordability pressures, and there’s still more to do to offer that needed support. Through our Fairer Energy campaign, we’re calling for a targeted social discount, action on customer debt, a review of the remaining costs loaded onto bills, and fairer ways to fund the investment needed for the energy transition. Because a cleaner energy future must also be an affordable one.