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: 21st Apr 2008
  • Reports and plans
  • 1 Associated documents
Qualitative research conducted with vulnerable customers to be explore switching behaviour.

  • Published: 29th Jun 2007
  • Decisions
  • 2 Associated documents
This update provides an overview of our progress in 2006/2007 and sets out a new programme of work for 2007/2008.

  • Published: 14th Sep 2006
  • Reports and plans
  • 1 Associated documents
See the social action strategy update - September 2006

  • Published: 25th May 2006
  • Consultations and responses
  • 1 Associated documents
Ofgems Response to DTI consultation on consumer representation and redress.

  • Published: 14th Oct 2005
  • Reports and plans
  • 1 Associated documents
See the social Action Strategy - October 2005.

  • Published: 30th Jun 2005
  • Consultations and responses
  • 14 Associated documents
Social Action Strategy.

  • Published: 31st Mar 2005
  • Reports and plans
  • 1 Associated documents
See the Social Action Plan Annual Review 2005

  • Published: 3rd Feb 2005
  • Open letters and correspondence
  • 1 Associated documents
See the Social Action Plan Newsletter 13.

  • Published: 8th Oct 2004
  • Open letters and correspondence
  • 1 Associated documents
Social Action Plan Newsletter 12.

  • Published: 7th Jul 2004
  • Open letters and correspondence
  • 1 Associated documents
See the Social Action Plan Newsletter 11.

Pages