Consumer Vulnerability Strategy
Summary
Ofgem Consumer Vulnerability Strategy. Sets out Ofgem's framework for identifying, supporting and protecting vulnerable energy consumers.
Why it matters
Strategic framework rather than binding rules. Shapes how Ofgem prioritises consumer protection work and what suppliers must do to identify vulnerable customers. Companion to Debt Strategy and Debt Standards work.
Areas affected
Memo
Consumer Vulnerability Strategy | Ofgem Please enable JavaScript in your web browser to get the best experience. BETA This site is currently in BETA. Help us improve by giving us your feedback . Close alert: Consumer Vulnerability Strategy Publication type: Reports, plans and updates Publication date: 15 April 2025 Last updated: 15 April 2025 Topic: Consumer protection Print this page Related links Consumer confidence programme Share the page Share on Facebook Share on Twitter Share on LinkedIn 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 Main document Consumer Vulnerability Strategy [PDF, 1.29MB] Print this page Related links Consumer confidence programme Share the page Share on Facebook Share on Twitter Share on LinkedIn Close