Publications

• Ofgem, Reforming Regulation and Vulnerability (2017)
• Consumer Vulnerability – Mainstream, not Marginal (2016)
• Ofgem: Recent trends in enforcement (2016)
• Ofgem and vulnerable consumers (2016)
• The Energy Penalty - Disability and Fuel Poverty and Summary (2013)
• Too many hurdles: information and advice barriers in the energy market (2011)
• Making the connection: strengthening the advice, complaint handling and redress framework (2011) - a report for Consumer Focus
• Consumer advocacy and consumer complaints - letter to Department of Business, Industry and Skills (2011)
• Response to Ofcom’s Review of Consumer Complaints Procedures (2010)
• Consumer Vulnerability: What's in a name? (2009)
• What does universal service mean and are there links with equality and human rights concepts? (2009)
• What are the effects of changes in the delivery of essential services - how do providers relate to consumers? (2009)

Publications as Centre for Utility Consumer Law (CUCL)

• Electricity and Gas Theft (2000)
• Future Services: putting things right: complaint handling and dispute resolution in the utilities (2005)
• Guide to understanding water company accounts (2006)
• At a Disadvantage (2006)
• Complaint Handling - Principles and Best Practice (2007)
• Consumer Vulnerability and the Energy Sector (2007)
• Energy Related Complaints (April 2007)