Integrating Vulnerability into Collections Decisioning Under Ofgem

This episode examines how energy suppliers can embed vulnerability considerations directly into arrears and collections decision-making while meeting Ofgem’s expectations for fair treatment of customers in vulnerable circumstances. Aimed at senior leaders across risk, collections, and compliance, the discussion connects regulatory obligations with practical operating models, data design, and control frameworks.We explore how to define and operationalise vulnerability indicators, how to integrate them into segmentation, strategies, and treatments, and how to balance affordability, proportionality, and commercial risk. The episode also considers governance: how firms evidence compliance, monitor outcomes, and adapt their collections approach as customer circumstances and the regulatory landscape evolve.