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: 12th Jul 2012
  • Reports and plans
  • 1 Associated documents
See our Sustainable Development Focus for 2011-12.

  • Published: 27th Jun 2012
  • News and blogs
  • 1 Associated documents
Our Bitesize newsletter is an update on Ofgem’s recent action on sustainable development.

  • Published: 20th Feb 2012
  • News and blogs
  • 1 Associated documents
Our Bitesize newsletter is an update on Ofgem’s recent action on sustainable development. It also features key live consultations on which we would value input from sustainable development stakeholders.

  • Published: 4th Nov 2011
  • Reports and plans
  • 1 Associated documents
See our Sustainable Development Focus for 2010-2011.

  • Published: 15th Nov 2010
  • Reports and plans
  • 1 Associated documents
See our Sustainable Development Focus for 2009-2010.

  • Published: 20th Nov 2009
  • Reports and plans
  • 1 Associated documents
See our Sustainable Development Report for 2008/09.

  • Published: 17th Dec 2008
  • Closed: 1st Feb 2009
  • Consultations and responses
  • 1 Associated documents
See our Sustainable Development Report 2008.

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