Parliament launches major investigation into UK broadband
Key Points
- Parliament’s Public Accounts Committee has launched a major inquiry into the regulation of broadband, alongside water and energy services.
- The investigation focuses on how Ofcom protects consumers, ensures good service standards, and supports vulnerable customers in the broadband market.
- It builds on an upcoming National Audit Office report due in summer 2026, with written evidence accepted until 1 June 2026.
- The inquiry highlights broadband as an essential service and will scrutinise regulators’ effectiveness in monitoring and enforcement.
- Oral evidence sessions with Ofcom and other regulators are planned after the NAO report is published.
The UK Parliament’s influential Public Accounts Committee (PAC) has launched a significant new inquiry examining the regulation of broadband alongside water and energy services, with a strong focus on protecting consumers.
The inquiry builds on previous PAC scrutiny of these sectors and will draw heavily on an upcoming National Audit Office (NAO) report due in summer 2026.
Why broadband is under the spotlight
Broadband is increasingly viewed as an essential service, comparable to water and energy. The NAO highlights that broadband is often necessary for accessing other public services, banking, and securing competitive deals in competitive markets.
A 2024 Competition and Markets Authority (CMA) survey found that roughly one in four internet consumers experienced some form of detriment, such as stress, financial costs, or wasted time, with certain vulnerable groups facing more severe impacts.
The PAC previously investigated broadband in 2021, noting that digital inequality worsened economic disparities during the COVID-19 pandemic. Its reports on water (2025) and energy (2022) criticised regulators for shortcomings that left consumers exposed.
Focus of the investigation
The NAO study will assess whether regulators, particularly Ofcom for broadband, are effectively ensuring good customer service and protecting vulnerable consumers. Key areas include:
- Whether regulators have a clear understanding of the customer experience they expect suppliers to deliver and a defined strategy to achieve it.
- How effectively they monitor and enforce compliance.
- Approaches to identifying and addressing harm for customers at higher risk of detriment.
Following the NAO report’s release, the PAC plans to hold oral evidence sessions with senior officials from Ofcom, Ofwat, and Ofgem, as well as consumer rights groups.
The inquiry is currently accepting written submissions until 23h59 on Monday, 1 June 2026. The committee welcomes evidence on:
- How regulators define and communicate expected customer service standards.
- Monitoring and enforcement mechanisms.
- Support for vulnerable consumers.
This inquiry comes as the UK continues efforts to expand gigabit broadband coverage, with government targets for widespread availability.
Ofcom regulates the sector through periodic reviews, such as the ongoing Telecoms Access Review for fixed markets.
Consumer issues in broadband often include service quality, switching difficulties, pricing, and rural coverage gaps, areas the PAC is expected to probe in light of the NAO’s findings.
The NAO report in summer 2026 will provide independent analysis, which the PAC will use to hold regulators and government accountable.
The committee’s recommendations could influence future policy, regulatory powers, and consumer protections in the broadband sector.
Stakeholders in the UK telecoms industry, consumer groups, and affected residents are encouraged to contribute evidence to shape the outcome.
