Ofgem’s latest report, Businesses’ Experiences of the Energy Market 2024, has plenty to say about how businesses interact with energy suppliers, but there are also some critical takeaways for energy brokers.

While there are some challenges ahead, the report also highlights the vital role brokers play in helping UK businesses navigate an increasingly complex energy market.

The key message?

Transparency and trust are becoming even more important, and brokers who can demonstrate clear value to their clients will be in the best position to thrive.

One of the standout points in Ofgem’s report is the increasing focus on transparency.

Around 17% of businesses felt they had been treated unfairly by their energy supplier, with some citing concerns about unexpected costs and unclear contract terms.

While this doesn’t point the finger directly at brokers, it does mean that regulatory bodies are paying closer attention to how businesses engage with the energy market as a whole – and that includes TPIs.

For brokers, this means being even more upfront about fees and contract terms. The days of vague commission structures are long gone, and businesses expect full clarity on how their broker is compensated.

Those who are already operating with full transparency have nothing to worry about – in fact, they should see this as an opportunity to differentiate themselves.

Brokers who go above and beyond in explaining fees and demonstrating the value they provide will be in a much stronger position than those who remain vague or evasive.

A simple way to stay ahead is to provide clients with a clear breakdown of any fees or commissions at the start of their contract.

Having a well-documented, easy-to-understand structure not only builds trust but also protects brokers from potential disputes down the line.

This presents a significant opportunity for brokers who are willing to step up their engagement.

It’s not just about the initial sale—it’s about maintaining regular touchpoints, providing market intelligence, and positioning yourself as an ongoing resource for clients. The brokers who do this will strengthen their relationships and build trust that lasts beyond a single contract cycle.

The Ofgem report confirms what we already know: brokers provide real value to businesses.

Now, it’s about ensuring that every client sees that value clearly.

By enhancing transparency, improving communication, and offering continuous advisory support, brokers can cement their role as indispensable allies in the energy market.

Ofgem’s latest report highlights the growing importance of robust complaint resolution processes across the energy sector.

While much of the focus has been on suppliers, it’s clear that expectations around fair, structured, and professional complaint handling are rising for brokers too.

A well-managed complaints process isn’t just a regulatory necessity—it’s a way to build trust and long-term client relationships. When a business raises a concern, how it is handled can be the difference between a retained client and a lost one.

If complaints are addressed efficiently, transparently, and fairly, clients are far more likely to continue working with their broker and even recommend their services to others.

This is why we’ve been working closely with the Dispute Resolution Ombudsman (DRO) to provide brokers with a choice in how they handle disputes.

In our blog, Exploring ADR Services for Energy Brokers: What You Need to Know, we outlined how Alternative Dispute Resolution (ADR) offers an independent, structured process that not only helps brokers resolve complaints more effectively but also demonstrates a clear commitment to fair dealing and professionalism.

By choosing the right ADR partner, brokers can strengthen their reputation, improve complaint outcomes, and reduce the risk of regulatory scrutiny.

For brokers looking for additional support in managing complaints, outsourcing is another practical solution.

Our partners at PreAction offer a specialist outsourced complaints service designed to help brokers streamline their complaints handling, free up internal resources, and ensure that issues are resolved professionally and in line with best practices.

This can be particularly beneficial for brokers without a dedicated complaints team or those looking to improve response times and resolution rates.

Ultimately, brokers have more choice than ever before in how they manage complaints, whether by improving internal processes, opting into ADR, or outsourcing complaint resolution.

What’s clear is that having a strong, well-documented approach is no longer optional—it’s essential for maintaining credibility and trust in an increasingly scrutinised market.

It’s no secret that energy prices have been a huge challenge for businesses over the last couple of years, and Ofgem’s report highlights that affordability remains a key concern.

Many businesses still feel they’re paying too much and don’t have confidence that they’re getting the best deal.

For brokers, this is both a challenge and an opportunity.

Businesses are looking for reassurance that they’re not overpaying, and those brokers who can provide ongoing market insights, clear savings calculations, and strategic advice will be the ones who build long-term client relationships.

Now is the time to take a more consultative approach. It’s not just about securing a good rate once – it’s about regularly reviewing contracts, identifying cost-saving opportunities, and keeping businesses informed about market movements.

The brokers who position themselves as strategic partners rather than transactional middlemen will be the ones who thrive in the current climate.

Ofgem’s latest report touches on an important regulatory shift that brokers cannot afford to ignore—the introduction of a formal code of conduct for TPIs.
While this discussion has been ongoing for some time, it is no longer speculative.

The Retail Energy Code (REC) TPI Code of Practice is set to introduce new compliance requirements for brokers, and while it may bring additional administrative burdens, it also presents an opportunity to demonstrate professionalism, build trust, and differentiate ethical brokers from bad actors.

In our blog, Understanding the Retail Energy Code: Essential FAQs for UK Energy Brokers, we explored what this means for brokers in practical terms.

The REC Code of Practice is designed to ensure transparency, fairness, and accountability within the non-domestic energy market.

Key provisions include:

• Clear fee disclosures – Brokers will need to ensure that all commissions and charges are explicitly stated upfront, ensuring clients fully understand costs before entering into an agreement.
• Stronger contractual transparency – Contracts must be fair, clearly worded, and free from misleading clauses, making it easier for businesses to make informed decisions.
• Mandatory dispute resolution mechanisms – Brokers will be required to adhere to formal complaints-handling standards and Alternative Dispute Resolution (ADR) schemes.
• Ethical sales practices – Cold calling restrictions, fair marketing rules, and stricter requirements around consent and contract switching are all being considered.

These measures aren’t just about compliance—they’re about raising industry standards and ensuring brokers are seen as trusted advisors rather than intermediaries acting in their own interests.

At the ECA, we’re already proactively supporting brokers in this transition by providing guidance, resources, and training to help members navigate these changes smoothly.

The shift towards a regulated framework doesn’t have to be a burden—in fact, for brokers already operating with high levels of transparency and professionalism, this could be a competitive advantage.

The best approach is to prepare now, rather than waiting for enforcement to catch up.

Brokers who take early action to align with the REC Code of Practice will not only avoid potential compliance issues down the line but will also position themselves as trusted, ethical players in a market that increasingly demands transparency and fairness.

Ofgem’s report brings both challenges and opportunities for brokers.

While there is increasing scrutiny on transparency and compliance, it’s clear that businesses still see brokers as essential to managing their energy contracts.

Those who are proactive in improving transparency, strengthening client relationships, and positioning themselves as trusted advisors will be the ones who continue to grow in the coming years.

The key takeaway?

Be the broker that businesses can trust, and you’ll always have a place in the market.

The energy market is evolving, and with it, the role of brokers is being reshaped.

Transparency, professionalism, and trust are becoming non-negotiables—and the brokers who embrace these changes will be the ones who thrive in the years ahead.

At the Energy Consultants Association (ECA), we’re committed to helping brokers stay ahead of these changes. Our guidance on ADR, regulatory compliance, and best practices ensures our members not only meet but exceed industry expectations.

Brokers who are part of the ECA are already leading the way in professional standards.

✔ Access to expert-led training and guidance on regulatory changes
✔ Support with compliance, ADR, and complaints handling solutions
✔ A collective voice to represent brokers’ interests with Ofgem and policymakers
✔ Networking opportunities and industry recognition

If you would like to become a member today and share in tomorrow’s success, please contact enquiries@energyconsultantsassociation.co.uk with the following information:

• Membership tier relevant to your business turnover
• Business address
• Main contact details
• Monthly/Annual payment

Or fill out this form

Following your email, you will receive your invoice, welcome pack, and digital assets/membership badges, along with instructions on how to join our member portal.

If you have any questions, please reach out to Joe Wilson at joe.wilson@energyconsultantsassociation.co.uk or call 07875343161.

If you’re not yet a member, now is the time to take action and future-proof your business.

Join the ECA today and ensure your business is positioned for success in the new energy landscape.