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: 29th Oct 2001
  • Open letters and correspondence
  • 1 Associated documents
See our Social Action Plan Newsletter.

  • Published: 14th Sep 2001
  • Reports and plans
  • 1 Associated documents
See our report to Brian Wilson, Minister for Energy, about the Social Action Plan

  • Published: 30th Mar 2001
  • Reports and plans
  • 1 Associated documents
See our Social Action Plan - Annual Review.

  • Published: 31st Jan 2001
  • Reports and plans
  • 1 Associated documents
Report on Fuel Direct has been prepared by a small group put together by Ofgem as part of work on the Social Action Plan.

  • Published: 28th Feb 2000
  • Reports and plans
  • 1 Associated documents
See our Social Action Plan.

  • Published: 30th Oct 1999
  • Decisions
  • 1 Associated documents
Social Action Plan: A Framework Document.

  • Published: 28th Oct 1999
  • Decisions
  • 1 Associated documents
See our Social Action Plan: a framework document.

  • Published: 1st Oct 1999
  • Decisions
  • 1 Associated documents
See our Social Action Plan: A Framework Document.

  • Published: 29th May 1999
  • Closed: 29th May 1999
  • Consultations and responses
  • 1 Associated documents
See our Social Action Plan: discussion paper.

  • Published: 29th May 1999
  • Closed: 29th May 1999
  • Consultations and responses
  • 1 Associated documents
Social Action Plan: Discussion Paper.

Pages