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: 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.

  • Published: 14th Sep 2016
  • Decisions
  • 0 Associated documents
In December we consulted on broad Proposals to improve outcomes for prepayment customers. We have produced a policy consultation on prepayment meters installed under warrant.

  • Published: 10th Nov 2015
  • Decisions
  • 1 Associated documents
This letter responds to our consultation on reforming the supplier Guaranteed Standards of Performance published on 16th December 2014.

  • Published: 7th Aug 2015
  • Guidance
  • 2 Associated documents
We are publishing the criteria that we expect certified alternative dispute resolution (ADR) bodies to meet, and are accepting applications.

  • Published: 28th Jul 2015
  • Open letters and correspondence
  • 2 Associated documents
This open letter confirms our final decisions on reforms to the supplier guaranteed standards.

  • Published: 30th Sep 2014
  • 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 2013-14.

  • Published: 1st Aug 2013
  • 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 2012-13.

  • Published: 1st May 2013
  • News and blogs
  • 1 Associated documents
Our Bitesize newsletter is an update on Ofgem’s recent action on sustainable development.

  • Published: 9th Nov 2012
  • News and blogs
  • 1 Associated documents
Our Bitesize newsletter is an update on Ofgem’s recent action on sustainable development.

Pages