Consumer Protection Report: Autumn 2021

Reports, plans and updates

Ofgem's principal duty is to protect the interests of existing and future consumers. At the heart of our work is a commitment to support and protect consumers in vulnerable situations. This report presents our assessment of how the energy market is working for these consumers. We’ve drawn on the latest domestic suppliers’ social obligations data, as well as our extensive engagement with consumer groups and charities over the COVID-19 period.

The Consumer Protection Report highlights areas of good practice that we have observed across the market and identifies areas of poor practice where suppliers have fallen short of our expectations. As we look towards the Winter, we expect energy suppliers to maintain support for their vulnerable customers and those who are struggling financially, and make improvements where necessary to deliver positive outcomes for consumers.

We expect industry to respond to the findings and insights presented in this report and we aim to provide an update on progress in our next edition of this report in 2022.