Consumer Vulnerability Strategy: Inclusive markets and off-gas consumers

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. 

Accessible communication 

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)

We have 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.  This analysis has helped develop an evidence base to understand these issues and inform stakeholders with an interest in this area.

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.

Publications and updates

  • Published: 4th Jul 2013
  • Charts and data, Reports and plans
  • 2 Associated documents
Beyond average consumption - development of a framework for assessing impacts of policy proposals on different consumer groups, a report for Ofgem by the Centre for Sustainable Energy. Published alongside the Consumer Vulnerability Strategy in July 2013.

  • Published: 28th Mar 2013
  • Other
  • 3 Associated documents
On 26 March Ofgem hosted a roundtable discussion on the changing landscape of consumer empowerment, which aimed to examine some of the key trends emerging in this area.

  • Published: 8th Jan 2013
  • Guidance
  • 1 Associated documents
Campaign materials: main advice tool for advisors and consumers

  • Published: 3rd Jan 2013
  • Reports and plans
  • 2 Associated documents
This report describes the results of an evaluation, carried out by Centre for Sustainable Energy, of the 2012 campaign programme based on data from questionnaires, follow‐up telephone interviews, and of the ongoing effectiveness of the 2011 campaign.

  • Published: 3rd Jan 2013
  • Guidance
  • 1 Associated documents
Campaign materials: further information which could be useful during an Energy Best Deal session

  • Published: 3rd Jan 2013
  • Agendas, minutes and presentations
  • 1 Associated documents
Campaign materials: Presentation slides for advisors to use during an EBD session

  • Published: 5th Oct 2012
  • Open letters and correspondence
  • 1 Associated documents
BIS has consulted on legislating to require businesses to give consumers access to their consumption and transaction data in an electronic, machine readable form. This letter sets out Ofgem’s response to these proposals.

  • Published: 4th Nov 2011
  • Factsheets
  • 1 Associated documents
Campaign materials: main advice tool for advisors and consumers – information also contained in the videos

  • Published: 3rd Nov 2011
  • Guidance
  • 1 Associated documents
Campaign materials: further information which could be useful during an EBD session

  • Published: 2nd Nov 2011
  • Agendas, minutes and presentations
  • 1 Associated documents
Campaign materials: Presentation slides for advisors to use during an EBD session

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