Response to Citizens Advice vulnerability report

Ombudsman Services | May 17, 2019

Citizens Advice is calling on Ofgem to use its forthcoming vulnerability strategy to set out how it will better support vulnerable energy customers who fall behind on their bills.

Matthew Vickers, chief executive at Ombudsman Services, which operates the Energy Ombudsman scheme, welcomed the publication of the report.

He said: “These findings from Citizens Advice raise some valid points on the need to ensure vulnerable energy customers have adequate support and protection.

“The energy sector as a whole has made good progress on vulnerability and it’s right that Ofgem, as the regulator, regularly reviews its approach to this important issue.

“As an ombudsman we are also reviewing and updating our approach to vulnerability.

"Ensuring that all consumers can access our service, regardless of their circumstances, is a key priority for us.”