Refreshing our Consumer Vulnerability Strategy
Consultation
- Publication date
- Closing date
- Industry sector
- Supply and Retail Market
Updated 15 April 2025
We asked
We asked for views and feedback to help us update the Consumer Vulnerability Strategy.
You said
We received 67 responses, which broadly supported our proposed themes and outcomes.
There were some suggestions for more specificity, clarity and scope of certain outcomes. For example, some respondents said we should include financial vulnerability in the definition of vulnerability. However, most agreed that other work should be prioritised over updating the definition.
The aims of our proposed annual supplier presentations were also generally welcomed. However, there were concerns about the potential regulatory burden and duplication of existing work. Some suggested other ways to meet our objectives in increasing transparency and accountability.
We also received responses which offered support or suggestions on individual workplans such as the Priority Services Register, debt and affordability, consumer confidence, and innovation.
We’ve published the responses we received, apart from those that were marked as confidential. See the responses to the Refreshing our Consumer Vulnerability Strategy consultation.
We did
After considering the responses, we:
- made some minor wording changes to the outcomes to add clarity
- set out reasoning for keeping the current vulnerability definition
- adapted our proposal to engage with suppliers annually
See our response summary for more details on what we have changed and why.
Original consultation
We are consulting on our proposals for a refreshed Consumer Vulnerability Strategy.
Who should respond
Everyone is welcome to share their views and help us develop the updated strategy.
We particularly encourage responses from:
- consumer groups
- charities
- suppliers
- network companies
- consumers
Background
In 2013, we published the first Consumer Vulnerability Strategy, which explored the complex nature of vulnerability and set our definition of it. In 2019, we updated the Strategy due to the widespread changes in the energy market.
Since then, the energy sector has gone through significant upheaval. The resulting price rises have been especially hard for consumers in vulnerable situations.
We want to refresh our Strategy to reflect a rapidly changing sector and evolving social and economic environment.
Why your views matter
We want to achieve positive outcomes for consumers in vulnerable situations by:
- refocusing our priorities
- refocusing the industry’s priorities
- improving company cultures
- building collaborative ways of working
Your views will help us focus on work that has the most value for consumers in vulnerable situations.
Before you give us your views
See more details in the consultation paper.
Consumer Vulnerability Strategy refresh consultation paper - September 2024 [PDF, 571.95KB]How to respond
This consultation has now closed. We are analysing all responses we have received. Once analysed, we will publish a summary of the non-confidential responses.