A well-functioning energy market is accessible, inclusive, and responsive to the needs of all consumers, including those in vulnerable situations.
This report presents a view of the extent to which vulnerable consumers are experiencing positive outcomes in the retail energy market. We have drawn on 2016 social obligations data, discussions with suppliers, consumer research and cases from the Citizens Advice Extra Help Unit.
We examine trends relating to debt levels and debt repayment rates, prepayment meters, disconnections and support for vulnerable consumers in England, Scotland and Wales. We explain what we expect of suppliers now and in future, highlighting areas where we want to see improvement. We also provide examples of good practice.