Vulnerable consumers in the energy market: 2019

Reports, plans and updates

Publication date

Industry sector

  • Supply and Retail Market
  • Distribution Network

A well-functioning energy market is accessible, inclusive, and responsive to the needs of all consumers, including those in vulnerable situations.

This report presents our assessment of how the energy market is working for these consumers. It gives an annual overview of suppliers’ and network companies’ performance on vulnerability, analysing supplier data on debt, disconnections, prepayment meter and warrant installations, and on the non-financial services that suppliers and network companies offer customers under the Priority Service Register. We’ve drawn on the latest domestic suppliers’ social obligations data, distribution network companies’ performance, as well as case studies and research from consumer groups and Ofgem.

We look forward to engaging with stakeholders on the findings of this report and how we can drive improved outcomes for consumers in vulnerable situations.