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.