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: 13th Oct 2011
  • Reports and plans
  • 2 Associated documents
This report describes the results of an evaluation, carried out by Centre for Sustainable Energy, of the 2011 campaign programme based on data from questionnaires, follow‐up telephone interviews, and of the ongoing effectiveness of the 2010 campaign.

  • Published: 22nd Sep 2010
  • Reports and plans
  • 2 Associated documents
This report describes the results of an evaluation, carried out by Centre for Sustainable Energy, of the 2010 campaign programme based on data from questionnaires and follow‐up telephone interviews

  • Published: 30th Jun 2010
  • Reports and plans
  • 3 Associated documents
In accordance with Ofgem’s role to set the criteria for the Energy Ombudsman we commissioned an independent review of the first year of its operation. Ofgem has published the results of the independent review.

  • Published: 14th Sep 2009
  • Reports and plans
  • 2 Associated documents
This report describes the results of an evaluation, carried out by Centre for Sustainable Energy, of the 2009 campaign programme based on data from questionnaires and follow‐up telephone interviews

  • Published: 29th Jun 2009
  • Reports and plans
  • 2 Associated documents
To ensure the 'big six' suppliers had properly put the new complaint handling standards in place we commissioned an independent audit, this report details the findings of the audit.

  • Published: 29th Jun 2009
  • Reports and plans
  • 1 Associated documents
To ensure the smaller suppliers had properly put the new complaint handling standards in place we commissioned an independent audit, this report details the findings of the audit.

  • Published: 29th Sep 2006
  • Agendas, minutes and presentations
  • 7 Associated documents
Best practice seminar on meeting the varying communication needs of customers with the aim of providing useful and practical advice to energy suppliers and others on how to better meet the communication needs of certain groups of customers.

  • Published: 25th May 2006
  • Consultations and responses
  • 1 Associated documents
Ofgems Response to DTI consultation on consumer representation and redress.

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