We have published our updated Consumer Vulnerability Strategy which sets out our priorities to help gas and electricity consumers in vulnerable situations until 2025.
Monitoring forms a key part of our work to protect the interests of consumers. In Supply Licence Condition 32, energy suppliers are required to provide us with information on their performance in relation to their social obligations. This includes a variety of information relevant to their dealings with domestic customers, including information about:
- Payment methods
- Levels of debt and debt repayments
- Disconnection rates
- Prepayment meters
- Non-financial support for consumers in vulnerable situations.
This information enables us to understand how suppliers are meeting the needs of consumers in vulnerable situations. We also use this data to check that suppliers comply with our rules, to challenge poor performance, and to inform policy.
Most of this information is provided by suppliers on an annual basis, although some is provided quarterly.
Using the suppliers' social obligations data, we publish an annual report on vulnerable consumers in the retail energy market. This report presents a view of the extent to which vulnerable consumers are experiencing positive outcomes in the market. Our 2019 report focused on inclusive services, affordability and debt, staying on supply and distribution network companies.
We also publish data on social obligations as part of our work to make the energy market as transparent as possible.
Through the publications and update feed below you can also access our publications and outputs produced in relation to suppliers’ social obligations.