Consumer Vulnerability Strategy

We have published our updated Consumer Vulnerability Strategy. It will build on the earlier work of our previous strategy.

What is the Ofgem Consumer Vulnerability Strategy?

Our strategy builds upon the already extensive work delivered under our 2013 Consumer Vulnerability Strategy, and sets out our priorities to help protect gas and electricity consumers in vulnerable situations until 2025. The energy market is going through great change with the impact of digitalisation, decarbonisation and decentralisation. Our new strategy sets the outcomes that Ofgem expects industry to achieve, so vulnerable consumers are not left behind by the pace of change in the energy industry.

The Consumer Vulnerability Strategy outlines our approach until 2025. We will focus on five themes including data, affordability, customer service, innovation and partnership working to drive improved outcomes for consumers in vulnerable situations.

The strategy is informed by extensive stakeholder engagement, including consulting on a draft version, 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.

Publications and updates

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

  • Published: 5th Feb 2004
  • Open letters and correspondence
  • 1 Associated documents
See the Social Action Plan - Newsletter 10.

  • Published: 9th Oct 2003
  • Open letters and correspondence
  • 1 Associated documents
See the Social Action Plan Newsletter 9.

  • 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

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