Citizens Advice hosts its first energy hack day

Citizens Advice hosted its first energy hack day in September. Sometimes known as a hackathon, it’s a day when specialists get together to work towards solving a common problem.

We had evidence that some letters energy suppliers send to customers about debt and complaints weren’t working. People didn’t understand them, felt intimidated by them, or didn’t know what steps to take. Suppliers weren’t getting the money they were owed and couldn’t resolve people’s complaints. We knew the letters could be better, for everyone.

Read more about what happened on the day in our blog. You’ll also find links to the slides from the day, the user scenarios we worked with and the prototype letters produced by teams.