Consumer Vulnerability Strategy

We have published our updated Consumer Vulnerability Strategy. It will build on the earlier work of our previous strategy.

What is the Ofgem Consumer Vulnerability Strategy?

Our strategy builds upon the already extensive work delivered under our 2013 Consumer Vulnerability Strategy, and sets out our priorities to help protect gas and electricity consumers in vulnerable situations until 2025. The energy market is going through great change with the impact of digitalisation, decarbonisation and decentralisation. Our new strategy sets the outcomes that Ofgem expects industry to achieve, so vulnerable consumers are not left behind by the pace of change in the energy industry.

The Consumer Vulnerability Strategy outlines our approach until 2025. We will focus on five themes including data, affordability, customer service, innovation and partnership working to drive improved outcomes for consumers in vulnerable situations.

The strategy is informed by extensive stakeholder engagement, including consulting on a draft version, events held in Cardiff, Glasgow and London, interviews with academics and other experts and responses to our open letter published in December 2018.

How we define Vulnerability

We define vulnerability as when a consumer’s personal circumstances and characteristics combine with aspects of the market to create situations where they are: 

  • significantly less able than a typical consumer to protect or represent his or her interests in the energy market 
  • significantly more likely than a typical consumer to suffer detriment, or that detriment is likely to be more substantial

Through the publications and update feed below you can access our publications and outputs produced in relation to the Consumer Vulnerability Strategy.

Publications and updates

  • Published: 25th Oct 2019
  • Decisions
  • 2 Associated documents
We have updated our Consumer Vulnerability Strategy which sets out our priorities to help protect gas and electricity consumers in vulnerable situations until 2025.

  • Published: 13th Jun 2019
  • Closed: 8th Aug 2019
  • Consultations and responses
  • 57 Associated documents
Ofgem is updating the Consumer Vulnerability Strategy to set out our priorities to help protect gas and electricity consumers in vulnerable situations until 2025.

  • Published: 13th Dec 2018
  • Open letters and correspondence
  • 1 Associated documents
This open letter provides an update on the Consumer Vulnerability Strategy.

  • Published: 1st Oct 2015
  • News and blogs
  • 1 Associated documents
Read about the top 10 ways we made a positive difference for vulnerable consumers since we published our Consumer Vulnerability Strategy in 2013.

  • Published: 23rd Sep 2015
  • Decisions
  • 1 Associated documents
As the Competent Authority we are responsible for certifying ADR entities in the energy sector. Today we have appointed Ombudsman Services as an ADR entity for the energy sector.

  • Published: 22nd Sep 2015
  • Reports and plans
  • 1 Associated documents
The report outlines our impact for consumers in vulnerable situations since we published our Strategy in 2013. It covers our updated approach and work plan, including the work of Ofgem E-Serve, on fuel poverty and vulnerability.

  • Published: 18th Dec 2014
  • Agendas, minutes and presentations
  • 1 Associated documents
The slide pack have been updated for the 2014-15 Energy Best Deal campaign.

  • Published: 5th Nov 2014
  • Open letters and correspondence
  • 0 Associated documents
New research finds energy advice provided through the Warm Home Discount is delivering warmer homes, better finances and peace of mind for vulnerable consumers.

  • Published: 4th Jul 2013
  • Decisions
  • 34 Associated documents
Ofgem has created a new Consumer Vulnerability Strategy to guide our work on identifying and tackling consumer vulnerability in the energy market and to guide our expectations of the energy companies.

  • Published: 28th Sep 2012
  • Closed: 3rd Dec 2012
  • Consultations and responses
  • 18 Associated documents
This consultation paper outlines Ofgem’s proposals for a new Consumer Vulnerability Strategy and sets out a proposed annual work plan for 2013/14 aimed at helping to protect consumers in vulnerable positions.