Consumer Vulnerability Strategy
Reports, plans and updates
- Publication date
- Industry sector
- Supply and Retail Market
Related links
The strategy provides a framework for how Ofgem and energy companies should:
- identify consumers in vulnerable situations
- treat consumers in vulnerable situations
- embed consideration of vulnerability across the energy sector
The strategy focuses on delivering better outcomes for consumers who are:
- significantly less able than typical customers to protect or represent their interests
- significantly more likely to suffer detriment, or where that detriment may be more substantial
Background
In 2024, we asked for feedback about refreshing our Consumer Vulnerability Strategy.
See Refreshing our Consumer Vulnerability Strategy for:
- the consultation details
- the consultation responses
- our decision
What's in the strategy?
- Clear, focused outcomes organised by themes
- How energy companies should approach the strategy
- Our approach to measuring progress
- How we'll work with industry, government and consumer groups
- The relationship with our Consumer Confidence programme
Aims of the strategy refresh
We updated the strategy in response to significant changes in the energy sector. We want to ensure vulnerable consumers remain protected as markets evolve and new products and services emerge.
The refreshed Consumer Vulnerability Strategy has 3 main aims. These are to:
- refocus the industry’s priorities to ensure that consumers in vulnerable situations get the right support
- build a collaborative way of working to maintain sufficient focus on the needs of consumers in vulnerable situations
- bring transparency to our priorities, work programmes and expectations of companies