Energy: Companies
The question
To ask the Secretary of State for Energy Security and Net Zero, pursuant to WPQ UIN 129429 answered on 28 April 2026, whether he has had recent discussions with Ofgem on the adequacy of the non-financial support offered by energy companies to people living with brain injuries, including conditions such as aphasia, and registered on the Priority Services Register, to make provision for the communication challenges experienced by people with aphasia and to adopt aphasia friendly communication channels.
Answered by Martin McCluskey
My Ministerial team and I meet with Ofgem regularly to discuss a range of issues, including how the retail market works for vulnerable consumers.
Ofgem require suppliers to identify and support vulnerable domestic consumers’ needs, make it easy for them to update their circumstances, and provide accessible support with tailored, easy-to-understand communications that are specific to their needs so they can engage with suppliers without facing exclusion.
Ofgem’s recent Call for Input on Consumer Outcomes has also signalled a move away from prescriptive regulation to a more outcomes-focused approach, including improving support for vulnerable consumers.
The consultation closes on 22 July 2026, with a final decision expected in early 2027. If this approach is adopted, suppliers would have to operate within these requirements, as they are intended to be sufficiently flexible to accommodate consumers with a wide range of communication and support needs.
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