Energy Reforms Restore Trust and Open Opportunity with Utility Assist’s Expertise
The UK Government’s latest energy reforms, announced on 23 October 2025, mark a turning point for care homes across the UK. Designed to reduce costs, improve transparency, and hold providers accountable, the changes are expected to restore confidence among care home operators who have long borne the brunt of an unfair and confusing energy market—especially with relentless demands for heating, lighting, and 24/7 operations driving up bills. . The Care Circle Network examines what these reforms mean in practice for the care sector, and why they signal not just policy change, but a genuine shift in how care homes engage with energy providers and brokers.
Reforms That Respond to Real-World Challenges
The reform package tackles long-standing structural issues in the energy sector that have left care homes vulnerable to poor service, opaque contracts, and delayed resolutions. Key areas of change include:
- Faster Dispute Resolution Timeframes for escalating disputes and receiving decisions from the Energy Ombudsman have been significantly reduced. The escalation period has been cut from eight to four weeks, and the decision window shortened from six to four weeks. Crucially, compensation is now mandated for delayed rulings. In addition, automatic payouts have been expanded to cover routine service failures—such as prolonged call waits or unenforced decisions—addressing the nearly 10% of rulings previously delayed or ignored. For care homes facing constant energy needs, this means quicker resolutions to billing disputes and service failures.
- Accountability in the Broker Market Problematic practices in the broker market have finally been addressed. For the first time, Ofgem will directly regulate energy brokers and price comparison websites. The reforms prohibit hidden fees, aggressive sales tactics, and commission-led deals that often work against the interests of care homes. With nearly half of care providers citing energy costs as a primary reason for fee increases, this regulatory intervention is both timely and necessary.
- Smart Meter Reform Installation delays, technical faults, and restrictive clauses in smart meter contracts have long frustrated care homes. The new rules standardise installation agreements, shorten wait times, and require any faults to be fixed within 90 days. Businesses will also benefit from automatic compensation when standards aren’t met. These changes are projected to unlock up to £200 million in collective savings, particularly through better usage tracking and optimisation—vital for monitoring high-demand areas like resident lounges and kitchens.
A Sector-Wide Reset
These reforms are a direct response to concerns raised by care homes, which play a critical role in supporting the UK’s ageing population and employ thousands in the private care sector. Operators have frequently spoken out about unfair contracts and the lack of regulatory oversight in energy brokerage. The government’s response recognises this pressure. Energy Secretary Ed Miliband commented at the announcement:
“For too long, parts of the energy market have been letting consumers down. Our reforms will put this right—making it faster and easier for families and small businesses alike to benefit from money back when things go wrong.” A care home manager attending the launch echoed the sentiment: “I was charged nearly £2,000 a month with no change in usage. Stronger protection would be welcome—especially when every penny supports resident care.”
A New Era for Energy Partnerships
The introduction of formal regulation is already reshaping the broker market—and confidence is rising fast. For care homes, the message is clear: there are now safeguards in place, and the energy advice they receive will be more accountable and fair. In turn, this is expected to drive a sharp increase in demand for brokers who can prove they are aligned with these new standards. The reforms are not just encouraging better practice; they’re actively creating opportunity for energy brokers who operate with integrity and transparency.
Utility Assist, a featured partner in this article, is widely regarded as a trusted authority in business utility management—particularly within the care sector. With a 15-year track record of advising care homes across the UK, the company is at the forefront of navigating the new regulatory landscape with integrity, insight, and practical support.
A Sector Specialist Shaping Standards
Unlike generalist brokers, Utility Assist has long tailored its services to meet the specific needs of care home operators—where 24/7 energy demands and tight budget controls require sector-aware solutions. The company’s advisory model reflects the priorities outlined in the latest Ofgem reforms: impartiality, transparency, and accountability.
Commission-Neutral Procurement, Built for Care
Utility Assist sources electricity, gas, and water quotes directly from suppliers, operating on a commission-paid model that is the same whether clients stay or switch. This neutral structure eliminates bias, giving care providers clarity and control—just as the reforms intend.
Hands-On Utility Management
Beyond procurement, Utility Assist manages the full utility lifecycle—from handling billing disputes to coordinating contract renewals—freeing care home managers to focus on service delivery, not admin.
Tony Singh, of Utility Assist, commented:
“For too long, care homes have been underserved by a broker market driven by opaque pricing and limited accountability. These reforms raise the bar—and it’s a standard we’ve been meeting for over a decade. We welcome the clarity they bring, and the confidence they give our clients to expect more.”
Across the UK, care home operators are under increasing financial pressure. Utility Assist stands out not just for helping clients respond to change, but for anticipating it—offering guidance that is credible, contextual, and rooted in deep sector understanding.
As Tina McKenzie of the Federation of Small Businesses noted:
“Tighter regulation of energy brokers is very much needed, so that small firms can be confident that they are getting the best possible deal.”
What Comes Next
Care homes should take this opportunity to review their current energy contracts and assess whether they are receiving fair terms and reliable service. With the new reforms as leverage, operators are in a stronger position than ever to renegotiate or switch providers. The Care Circle Network encourages readers to explore solutions that align with the new standards.
For a free personalised energy review, care homes can connect with Utility Assist via their website. We also offer a downloadable Care Home Energy Checklist to help operators take action with confidence.
The energy market has changed. It’s time for care homes to benefit—not just from reform, but from real results.
