One-Stop Shops as Local Instruments for Affordable Energy in the EU
This is the third installment of the Topic of the Month: Action Plan for Affordable Energy
The role of local and regional actors in protecting and empowering energy consumers has been gradually acknowledged at the EU level, with the consultation document on the Citizens Energy Package explicitly recognising their importance in achieving affordable energy in the EU. Within this context, one-stop shops (OSS) are emerging as a central instrument to translate these EU-level objectives into tangible outcomes for households at the local level.
The Affordable Energy Action Plan highlights energy efficiency as one of the most effective measures to lower energy bills, reduce exposure to price volatility, and enhance energy security. However, the benefits of energy efficiency depend on the capacity of consumers to understand and choose the most adequate technical options, access support schemes, and navigate administrative processes. These challenges can be particularly relevant for households and small businesses, for whom energy renovation and efficiency investments appear complex, risky, or inaccessible. One-stop shops respond directly to this challenge by providing integrated, user-centred services that level the plaiying field in the delivery of energy efficiency policies.
What is the role of One-Stop Shops in supporting the implementation of energy efficiency policies?
One-stop shops are designed as single entry points where consumers can receive comprehensive support related to energy efficiency improvements. While their specific structure may vary across regions, OSS typically combine several core functions. These include the provision of impartial information on energy efficiency measures, guidance on regulatory and administrative requirements, assistance in identifying suitable financial incentives, and support in connecting consumers with qualified service providers.
By integrating these services, OSS reduce transaction costs for consumers and lower non-financial barriers to action.
Instead of engaging separately with public authorities, financial institutions, and technical experts, consumers can rely on a coordinated support structure that accompanies them throughout the process. This integrated approach aligns closely with the Affordable Energy Action Plan, which emphasises the importance of empowering consumers to take informed decisions that lead to lasting reductions in energy expenditure.
One-Stop Shops in the EU regulatory framework
The role of One-Stop Shops is embedded in the EU’s revised energy efficiency legislation. The Energy Efficiency Directive (EU 2023/1791) places increased emphasis on consumer empowerment, information provision, and access to support mechanisms. Member States are required to ensure consumers have access to clear, reliable, and tailored information on energy efficiency measures, including through the establishment of advisory services and one-stop shops. In parallel, the revised Energy Performance of Buildings Directive reinforces this approach by explicitly calling for the deployment of one-stop shops to facilitate building renovations. According to article 22, Member States are required to establish at least one-stop shop per region and per 80,000 inhabitants, among other criteria. Together, these legislative instruments position OSS as a cornerstone of the EU’s energy efficiency governance.
Empowering Consumers Through Local Action
A defining characteristic of one-stop shops is their proximity to consumers. OSS often operate close to the communities they serve, allowing them to adapt their services to local housing conditions, income levels, and energy systems. This proximity enhances trust and improves the effectiveness of outreach activities, particularly for consumers who may be less familiar with energy efficiency programmes. Whether they are established by municipal, regional, or national actors, the involvement of local authorities is thus key to ensure that OSS answer to the needs of local population and small businesses.
From the perspective of consumer empowerment, OSS contribute to improving energy literacy and awareness. By providing clear explanations of potential savings, payback periods, and comfort benefits, they help consumers understand how energy efficiency improvements can reduce their bills and improve their quality of life over time. In doing so, OSS support one of the key messages of the Affordable Energy Action Plan: that affordability is not only achieved through price interventions, but also through reduced consumption enabled by better information and support.
Besides, OSS are also crucial to streamline the whole process – from planning and design, to financing, permitting and implementation – and promote coordination among stakeholders. They often bring together local authorities, energy agencies, financial institutions, and service providers, creating structured ecosystems for delivering energy efficiency solutions. This coordination enhances policy coherence and ensures that public funding, regulatory frameworks, and market offerings are aligned. Such coordination is particularly relevant in the context of EU funding instruments supporting the Affordable Energy Action Plan. By guiding consumers towards appropriate programmes and helping aggregate demand, OSS can improve the effectiveness and absorption of public resources. This reinforces the link between EU-level policy objectives and local implementation capacity.
Addressing Vulnerable Consumers and Energy Poverty
The revised EU legislation on energy efficiency introduces strengthened provisions on vulnerable consumers and energy poverty, requiring Member States to prioritise these groups in the design and implementation of energy efficiency policies. One-stop shops play a critical role in operationalising these provisions. By offering personalised advice and targeted support, OSS can help vulnerable households access schemes that might otherwise remain out of reach. Simplified procedures, assistance with applications, and tailored communication formats can significantly improve participation rates among groups facing administrative or informational barriers.
Moreover, OSS can act as intermediaries between vulnerable consumers and public authorities, ensuring that support measures are effectively matched to household needs. This intermediary role supports the broader objectives of the Affordable Energy Action Plan by ensuring that affordability gains are distributed equitably and that energy efficiency improvements contribute to reducing energy poverty.
Learning from Local Best Practices
The growing emphasis on one-stop shops has been accompanied by the implementation of several local and regional OSS models across Europe. Cities have been testing different governance structures and service portfolios, illustrating the adaptability of the one-stop shop concept and its relevance across diverse territorial contexts. For instance, the OSS created by the city of Ghent is a good example on how to provide personalised renovation advice to the local population, supporting citizens from start-to-finish with a special attention to vulnerable households. Other initiatives are more focused on information and awareness, as the travelling OSS created in the Lisbon area. While models differ, the shared objective remains consistent: to make energy efficiency accessible, understandable, and affordable for consumers. How municipalities can tailor support mechanisms to local needs while contributing to common EU goals is one of the themes of Florence School of Regulation’s Sustainable and Smart Cities course.
