Enforcement guidelines and lessons learned

As part of our duty to regulate how energy businesses behave so consumers get good value and fair service, it is important that we can act decisively to put things right if businesses breach their obligations.

Here you can access our Enforcement Guidelines. These describe how we will use our enforcement powers in such situations. We have also produced ‘lessons learned’ guidance to help energy businesses learn from past issues. 

Enforcement Guidelines

These guidelines aim to bring greater clarity, consistency and transparency to our enforcement policies and processes, and to reflect changes that we have made to maximise the impact and efficiency of our work.

They describe how we will provide redress and remedies for consumers, and how breaches of infringements will be punished or deterred. They also outline a number of enforcement tools we may use as an alternative to exercising our statutory enforcement powers..

View the Enforcement Guidelines

Lessons learned guidance

Our lessons learned guidance results from our enforcement and compliance actions. We are also publishing a biannual report on the action we have taken. Both of these aim to help suppliers learn from past issues. 

Download our latest guides and reports via the publications and updates list below.

Publications and updates

  • Published: 19th Feb 2018
  • Reports and plans
  • 1 Associated documents
Ofgem has published a report on lessons learned from enforcement and compliance activity in relation to software implementation projects.

  • Published: 14th Dec 2017
  • Reports and plans
  • 1 Associated documents
Our first enforcement and compliance report primarily for suppliers, to help them learn from our work, better understand their obligations and upcoming changes.

  • Published: 10th Oct 2017
  • Guidance
  • 1 Associated documents
We have revised our Enforcement Guidelines. The Enforcement Guidelines describe how we will use our enforcement powers when businesses breach their obligations.

  • Published: 8th Mar 2017
  • Reports and plans
  • 1 Associated documents
Ofgem has published a report on lessons learned from enforcement and compliance activity in relation to sales and marketing.

  • Published: 6th Aug 2014
  • Open letters and correspondence
  • 1 Associated documents
This Open Letter addresses this issue, and how Ofgem will consider the above factors when considering any enforcement action.