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Extra Help Unit


The Extra Help Unit helps vulnerable energy consumers, in particular in cases of disconnection. The Unit is based on statutory responsibilities under section 13 of the Consumer Estates and Redress (CEAR) Act 2007. The CEAR Act states that a person is vulnerable if it is not reasonable to expect that person to pursue the complaint on their own behalf.


In 2016/2017, the Extra Help Unit fielded 6943 complaints, 1245 enquiries, and closed 91% of cases within 66 working days. This resulted in financial redress of £ 2,033,437.