Working for consumers

Mae’r dudalen yma ar gael yn Gymraeg.

One of our primary aims is to protect the interests of Britain’s gas and electricity consumers. We do this in a variety of ways, including promoting competition and regulating monopoly network companies.

We are also committed to encouraging network companies to play a full role in a sustainable energy sector and tackling climate change.

Ofgem’s Consumer Vulnerability Strategy

Our Consumer Vulnerability Strategy explains how we define vulnerability and outlines our priorities to help protect gas and electricity consumers in vulnerable situations until 2025. We will focus on five themes including data, affordability, customer service, innovation and partnership working.

In October 2019, we published our updated strategy. The strategy is based on comprehensive stakeholder engagement and a consultation period.

Find out more in our Consumer Vulnerability Strategy section.

Consumer First

Consumer First is our programme of independent research that we carry out to help shape and inform our key policy decisions. This includes insight from a variety of places to make sure staff from across the organisation understand the priorities, views and experiences of consumers. A wide range of consumers are involved in our research - including more vulnerable people - to make sure their needs and priorities are accounted for in our work.

For more information see: How we engage – on consumer issues

Please visit our making a complaint page if you have a complaint or enquiry relating to your energy supply company or network operator, or require information or advice on general energy issues. See our data for comparing supplier performance on complaints.

Engaging with others

We work with a diverse range of stakeholders including national and local consumer groups, energy supply and distribution companies, government, others regulators and academics, to ensure that our policy-making and decisions are well-informed and appropriately targeted.  

Find out more on how we engage.

Publications and updates

  • Published: 11th Dec 2020
  • Open letters and correspondence
  • 0 Associated documents
In accordance with Ofgem’s role as the Competent Authority, we are responsible for assessing whether The Ombudsman Service still meets the criteria under which it was appointed. In our view, The Ombudsman Service met the relevant criteria. However, areas...

  • Published: 21st Mar 2019
  • Agendas, minutes and presentations
  • 1 Associated documents
This diagram shows how Citizens Advice, the Ombudsman and Ofgem engage to better protect consumers.

  • Published: 3rd May 2018
  • Closed: 31st May 2018
  • Consultations and responses
  • 4 Associated documents
This consultation outlines our proposal requiring suppliers to facilitate data matching to identify those eligible for an extended vulnerable safeguard tariff.

  • Published: 21st Mar 2018
  • Open letters and correspondence
  • 2 Associated documents
This open letter provides details of an application from a body to be an ADR provider. We have now made a decision on this application.

  • Published: 2nd Mar 2018
  • Open letters and correspondence
  • 1 Associated documents
Letter to the Secretary of State on progress towards the aims and targets in the Social and Environmental Guidance in 2017.

  • Published: 6th Feb 2018
  • Open letters and correspondence
  • 1 Associated documents
Read our response to NIC’s consultation on the National Infrastructure Assessment.

  • Published: 6th Feb 2018
  • Open letters and correspondence
  • 1 Associated documents
Read our response to BEIS’ call for evidence on the cost of energy review.

  • Published: 6th Feb 2018
  • Open letters and correspondence
  • 1 Associated documents
Read our response to BEIS’ call for evidence on Building a Market for Energy Efficiency.

  • Published: 24th Jan 2018
  • Open letters and correspondence
  • 1 Associated documents
Read Ofgem’s letter welcoming the CMA’s launch of a market study on heat networks.

  • Published: 10th Jan 2017
  • Open letters and correspondence
  • 1 Associated documents
This letter to the Secretary of State sets out how Ofgem has helped the government make progress towards the aims and targets in the Social and Environmental Guidance in 2016.

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