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;  

  • Improving identification of vulnerability and smart use of data
  • Supporting those struggling with their bills
  • Driving significant improvements in customer service for vulnerable groups
  • Encouraging positive and inclusive innovation
  • Working with others to solve issues that cut across multiple sectors.

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 in How we engage.

Publications and updates

  • 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: 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.

  • Published: 16th Dec 2016
  • Open letters and correspondence
  • 1 Associated documents
This is an open letter to all suppliers with obligations under the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015.

  • Published: 25th Oct 2016
  • Decisions
  • 7 Associated documents
We have considered responses to the revised proposals and proposed draft licence conditions in our June 2016 Priority Services Register Review statutory consultation. We have decided to modify the relevant licences.

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