We are currently updating our consumer vulnerability strategy and have published an open letter on our progress. Please contact CDconsultations@ofgem.gov.uk if you would like to engage with us on the strategy.
Well-designed company services and tailored support can help ensure people are not at a disadvantage because of their circumstances.
Energy Best Deal and Energy Best Deal Extra
We have developed and implemented these two schemes in partnership with Citizens Advice since 2008. The schemes are funded through enforcement money and redress and provide frontline advisors with training so that they are best placed to support consumers on low incomes to access cheaper energy deals. This year (2018/2019) Citizens Advice will not be delivering the Energy Best Deal project although they have kept materials available for advisers to use and will run a Big Energy Saving Network during the autumn/winter 2018/19.
We want all consumers, including those with special communications needs and without internet access, to be able to access the energy market and effectively communicate with companies.
We require suppliers to provide communications in accessible formats like large print bills; and we have also set out the principles we expect suppliers to follow when offering telephone services.
Electric heating insights (off-gas consumers)
In 2015 we conducted analysis to investigate if households using electric heating rather than gas heating face higher costs and if consumers who are not connected to the gas grid are disadvantaged.
Through the publications and update feed below you can access our publications and outputs produced in relation to Energy Best Deal and inclusive markets and off-gas consumers.