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: 1st May 1999
  • Closed: 1st May 1999
  • Consultations and responses
  • 1 Associated documents
See our Social Action Plan Discussion Paper.

  • Published: 29th Jun 1998
  • Closed: 29th Jun 1998
  • Consultations and responses
  • 1 Associated documents
See the social dimension action plan: OFFER and OFGAS proposals.

  • Published: 29th Mar 1998
  • Decisions
  • 1 Associated documents
See our final proposals for improvements to the Standards of Performance which are set for the 14 public electricity suppliers (PESs).