Consumer Vulnerability Strategy: Inclusive markets and off-gas consumers

We are currently updating our consumer vulnerability strategy and have published an open letter on our progress. Please contact CDconsultations@ofgem.gov.uk if you would like to engage with us on the strategy.

Well-designed company services and tailored support can help ensure people are not at a disadvantage because of their circumstances. 

Energy Best Deal and Energy Best Deal Extra 

We have developed and implemented these two schemes in partnership with Citizens Advice since 2008. The schemes are funded through enforcement money and redress and provide frontline advisors with training so that they are best placed to support consumers on low incomes to access cheaper energy deals. This year (2018/2019) Citizens Advice will not be delivering the Energy Best Deal project although they have kept materials available for advisers to use and will run a Big Energy Saving Network during the autumn/winter 2018/19.

Accessible communication 

We want all consumers, including those with special communications needs and without internet access, to be able to access the energy market and effectively communicate with companies.  

We require suppliers to provide communications in accessible formats like large print bills; and we have also set out the principles we expect suppliers to follow when offering telephone services.  

Electric heating insights (off-gas consumers)

In 2015 we conducted analysis to investigate if households using electric heating rather than gas heating face higher costs and if consumers who are not connected to the gas grid are disadvantaged.

Through the publications and update feed below you can access our publications and outputs produced in relation to Energy Best Deal and inclusive markets and off-gas consumers.

Publications and updates

  • Published: 4th Jul 2017
  • Other
  • 1 Associated documents
Memorandum of Understanding (MoU) between Ofgem and the Energy Ombudsman.

  • Published: 11th Dec 2015
  • Reports and plans
  • 2 Associated documents
In this research paper, we analyse the experience of consumers with electric heating, and examine the demographics to see who they are. We also outline our next steps.

  • Published: 23rd Sep 2015
  • Reports and plans
  • 1 Associated documents
Ofgem commissioned Lucerna Partners to conduct an independent review of the statutory ombudsman scheme. Today we publish the results of that review.

  • Published: 21st May 2015
  • Reports and plans
  • 1 Associated documents
Ofgem has appointed Lucerna Partners to conduct an independent review of the statutory ombudsman scheme. Ofgem has published the terms of reference for the review.

  • Published: 1st Apr 2015
  • Open letters and correspondence
  • 1 Associated documents
This open letter sets out an initial assessment of the practical and financial accessibility of domestic suppliers’ telephone services and some actions that will help to improve accessibility.

  • Published: 18th Dec 2014
  • Guidance
  • 1 Associated documents
The Energy Best Deal Booklet has been updated for the 2014-15 Energy Best Deal campaign.

  • Published: 17th Dec 2014
  • Guidance
  • 1 Associated documents
These session notes supplement the Energy Best Deal Booklet and provide facilitators with additional information which could be useful during an Energy Best Deal session. The notes have been updated for the 2014-15 Energy Best Deal campaign.

  • Published: 15th Jan 2014
  • Reports and plans
  • 2 Associated documents
The Energy Best Deal programme seeks to inform domestic energy consumers about how they could reduce their energy costs: by changing tariff, payment method and/or supplier, taking up energy efficiency measures and by providing debt advice.

  • Published: 15th Jan 2014
  • Agendas, minutes and presentations
  • 1 Associated documents
The Energy Best Deal programme seeks to inform domestic energy consumers about how they could reduce their energy costs: by changing tariff, payment method and/or supplier, taking up energy efficiency measures and by providing debt advice.

  • Published: 15th Jan 2014
  • Guidance
  • 1 Associated documents
The Energy Best Deal programme seeks to inform domestic energy consumers about how they could reduce their energy costs: by changing tariff, payment method and/or supplier, taking up energy efficiency measures and by providing debt advice.

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