I never thought I’d see myself typing the following, but I was thrilled to read Appendix A of the Ofgem Consumer Vulnerability Strategy 2025.[1]
- The definition of vulnerable has expanded; I can see many characteristics in there now that I felt were missing in the 2013 version.
- It’s encouraging to see that Ofgem are working towards creating a sector that consistently takes fair debt management and accessibility seriously.
I’d really like to see the flag-waving of partnership working become a reality that leads to there being one Priority Services Register across all utilities and perhaps the basis for a sector-wide approach to fit-for-purpose inclusive customer service. I know it’s a competitive market but working together on this just makes sense.
