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.

This strategy builds upon the already extensive work delivered under our 2013 Consumer Vulnerability Strategy.

For more information on our themes, see the pages below:

Publications and updates

  • Published: 25th Oct 2019
  • Decisions
  • 2 Associated documents
We have updated our Consumer Vulnerability Strategy which sets out our priorities to help protect gas and electricity consumers in vulnerable situations until 2025.

  • Published: 13th Jun 2019
  • Closed: 8th Aug 2019
  • Consultations and responses
  • 57 Associated documents
Ofgem is updating the Consumer Vulnerability Strategy to set out our priorities to help protect gas and electricity consumers in vulnerable situations until 2025.

  • Published: 13th Dec 2018
  • Open letters and correspondence
  • 1 Associated documents
This open letter provides an update on the Consumer Vulnerability Strategy.

  • Published: 1st Oct 2015
  • News and blogs
  • 1 Associated documents
Read about the top 10 ways we made a positive difference for vulnerable consumers since we published our Consumer Vulnerability Strategy in 2013.

  • Published: 23rd Sep 2015
  • Decisions
  • 1 Associated documents
As the Competent Authority we are responsible for certifying ADR entities in the energy sector. Today we have appointed Ombudsman Services as an ADR entity for the energy sector.

  • Published: 22nd Sep 2015
  • Reports and plans
  • 1 Associated documents
The report outlines our impact for consumers in vulnerable situations since we published our Strategy in 2013. It covers our updated approach and work plan, including the work of Ofgem E-Serve, on fuel poverty and vulnerability.

  • Published: 18th Dec 2014
  • Agendas, minutes and presentations
  • 1 Associated documents
The slide pack have been updated for the 2014-15 Energy Best Deal campaign.

  • Published: 5th Nov 2014
  • Open letters and correspondence
  • 0 Associated documents
New research finds energy advice provided through the Warm Home Discount is delivering warmer homes, better finances and peace of mind for vulnerable consumers.

  • Published: 4th Jul 2013
  • Decisions
  • 34 Associated documents
See our new Consumer Vulnerability Strategy.

  • Published: 28th Sep 2012
  • Closed: 3rd Dec 2012
  • Consultations and responses
  • 18 Associated documents
See our consultation which outlines proposals for a new Consumer Vulnerability Strategy and sets out a proposed annual work plan for 2013/14.

Pages