Vulnerable Consumers and the Priority Services Register, report by BritainThinks

Reports, plans and updates

Publication date

Industry sector

  • Supply and Retail Market
  • Distribution Network

Ofgem commissioned BritainThinks to conduct research with customers of energy companies to help inform proposals for the Consumer Vulnerability Strategy - specifically to explore issues relating to the current suitability of the Priority Services Register (PSR) and how it may operate in the future. The research objectives were to:

i) explore vulnerable customers' needs in relation to energy

ii) explore knowledge and awareness of the PSR

iii) assess the suitability of current and potential future PSR services

iv) understand customers' views on current eligibility and potentially extending eligibility to certain other groups.