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Consumer First 

This page is also available in Welsh 

In 2007 we launched Consumer First, a programme designed to ensure that consumers remain at the heart of everything we do and help us improve our understanding of the things that really matter to consumers.

Part of Consumer First involves consumer research to inform our key policy decisions. It also entails the dissemination of genuine consumer insight across the organisation and is leading towards making Ofgem’s consultations more consumer focussed and friendly.

The programme expanded in 2008 to include a Consumer First Panel, consisting of 100 everyday domestic customers recruited from five locations across Great Britain. The Panel meets regularly to discuss key issues impacting on their participation in the energy market, as well as other key issues related to energy. A Challenge Group has also been set up to ensure that the consumer view is being taken into account for the transmission and gas distribution price controls (RIIOT1 and RIIOGD1). The Group of eight consumer experts acts as Ofgem’s ‘critical friend’ and brings additional expertise that we could not address through market research.

If you would like to contact Ofgem about our Consumer First programme please email us on consumer.first@ofgem.gov.uk. 

Please visit our How to make complaint or enquiry page if you have a complaint or enquiry relating to your energy supply company or network operator or require information or advice on general energy issues


DateTitle (Click for more document information)
06/02/2012Ofgem Consumer First Panel Year 4
16/12/2011Consumer Bulletin (Issue 9)
08/11/2011Ofgem Consumer First Panel Year 3. Report on Value of Lost Load (VoLL)
09/08/2011Consumer Bulletin (Issue 8)
11/07/2011Ofgem Consumer First Panel Year 3 report on Smart Metering Data Privacy Issues
28/06/2011Small and Medium Business Consumers’ Experience of the Energy Market and their Use of Energy
19/04/2011Consumer Bulletin (Issue 7)
30/03/2011Consumer First Panel: research findings from first event (smart meters)
23/03/2011Understanding ‘High use low income’ consumers. Final report to Ofgem by the Centre for Sustainable Energy
16/12/2010Consumer Bulletin (Issue 6)
04/11/2010Consumer First Panel: research findings from fourth event (Price Controls)
04/11/2010Business Customers Price Control Research - Report on findings
13/10/2010Consumer Bulletin (Issue 5)
05/08/2010Consumer Bulletin (Issue 4)
19/07/2010Demand side response research summary
14/07/2010Consumer First Panel: research findings from the third event
24/06/2010Consumer attitudes to security of supply and the energy mix over the next 10-15 years: Ipsos MORI survey
24/06/2010Consumer First Panel: research finding from the Project Discovery section of the second event
22/04/2010Consumer Bulletin (Issue 3)
07/04/2010Consumer First - Consumer Challenge Group final report on Distribution Price Control Review (DPCR) 5
31/03/2010Consumer Panel: research findings from the sixty five working day section of the second event
12/01/2010Consumer Panel: research findings from the First event (Year 2)
04/12/2009Consumer Bulletin (Issue 2)
02/10/2009Ofgem Consumer First Panel - research report from the third event
12/08/2009Complaints Handling Research Summary
11/08/2009Consumer Bulletin (Issue 1)
31/07/2009Consumer First Consumer Challenge Group
15/04/2009Consumer First Panel - research findings from second event: Billing Information and Price Metrics
07/04/2009The Future Consumer - setting the scene
07/04/2009Ofgem Consumer First Panel - the Future Consumer
07/04/2009Consumer First - thinking ahead for tomorrow’s consumer
22/01/2009Research findings from first Ofgem Consumer First Panel event
28/11/2008FDS report on non vulnerable consumers' engagement with the energy market
28/11/2008FDS report on consumers' views of issues in the small business energy supply market
28/11/2008Customer Engagement Survey undertaken by MORI
30/10/2008Switching behaviour amongst vulnerable consumers
30/10/2008Consumer attitudes and awareness of green issues and energy