Consumer Vulnerability Strategy

We have published our revised Consumer Vulnerability Strategy for consultation. It will build on the earlier work of our previous strategy. Please contact us if you would like to provide input. 

What is the Ofgem Consumer Vulnerability Strategy?

Our strategy has two roles:

  • To guide Ofgem’s approach to understanding vulnerability – through evidence, research and market analysis – to help us set our priorities, develop and implement interventions and assess their effectiveness.
  • To guide our expectations of supply and distribution companies to embed consideration of consumer vulnerability when they design and deliver products and services.

The new Consumer Vulnerability Strategy will outline our approach for the next 6 years. The draft strategy is informed by extensive stakeholder engagement, including 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. This consultation will be open for eight weeks and close on 8 August 2019.

Publications and updates

  • Published: 29th Jun 2007
  • Decisions
  • 2 Associated documents
In 2005 we launched our Social Action Strategy. This update provides an overview of our progress in 2006/2007 and sets out a new programme of work for 2007/2008.

  • Published: 14th Sep 2006
  • Reports and plans
  • 1 Associated documents
See the social action strategy update - September 2006

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

  • Published: 14th Oct 2005
  • Reports and plans
  • 1 Associated documents
See the social Action Strategy - October 2005.

  • Published: 30th Jun 2005
  • Consultations and responses
  • 14 Associated documents
Social Action Strategy.

  • Published: 31st Mar 2005
  • Reports and plans
  • 1 Associated documents
See the Social Action Plan Annual Review 2005

  • Published: 3rd Feb 2005
  • Open letters and correspondence
  • 1 Associated documents
See the Social Action Plan Newsletter 13.

  • Published: 8th Oct 2004
  • Open letters and correspondence
  • 1 Associated documents
Social Action Plan Newsletter 12.

  • Published: 7th Jul 2004
  • Open letters and correspondence
  • 1 Associated documents
See the Social Action Plan Newsletter 11.

  • Published: 31st Mar 2004
  • Reports and plans
  • 1 Associated documents
See the Social Action Plan - Annual Review March 2004.

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