Consumer Vulnerability Strategy

We published our Consumer Vulnerability Strategy in 2013. It builds on the earlier work of our Social Action Plan and Social Action Strategy.

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.

Consumer Vulnerability Strategy objective

The overarching objective is to understand and identify the causes of vulnerable situations in the energy market. 

Our aim is to protect consumers and ensure they do not face barriers when engaging with the market. We will use our regulatory powers to create the right framework to protect and empower them.

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.

Publications and updates

  • Published: 15th Jul 2003
  • Open letters and correspondence
  • 1 Associated documents
See our Social Action Plan Newsletter Issue 8.

  • Published: 31st Mar 2003
  • Reports and plans
  • 1 Associated documents
Social Action Plan - Annual Review 2003.

  • Published: 1st Feb 2003
  • Open letters and correspondence
  • 1 Associated documents
Social Action Plan Newsletter Issue 7.

  • Published: 28th Jun 2002
  • Open letters and correspondence
  • 1 Associated documents
Social Action Plan Newsletter Issue 5

  • Published: 28th Mar 2002
  • Reports and plans
  • 1 Associated documents
This document reviews the second year of the Social Action Plan.

  • Published: 31st Jan 2002
  • Open letters and correspondence
  • 1 Associated documents
Newsletter

  • Published: 17th Dec 2001
  • Open letters and correspondence
  • 1 Associated documents
Social Action Plan Newsletter

  • Published: 29th Oct 2001
  • Open letters and correspondence
  • 1 Associated documents
social action plan

  • Published: 14th Sep 2001
  • Reports and plans
  • 1 Associated documents
Report to Brian Wilson, Minister for Energy, about the Social Action Plan

  • Published: 30th Mar 2001
  • Reports and plans
  • 1 Associated documents
programme of work for Ofgem to undertake, with others, to tackle fuel poverty.This document reviews our progress one year on.

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