In response to Ofgem’s call for input on energy consumer outcomes, Energy Systems Catapult said:

A more outcomes-based, diversity-friendly regulatory framework is needed to enable innovation and market growth while ensuring consumer protection, trust, and clarity of accountability across an increasingly fragmented energy ecosystem.

Key points

• Regulatory diversity is needed to enable innovation. The current framework is built around a single, traditional supplier model, creating fixed costs and complexity that deter new entrants. A more outcomes-based approach would allow requirements to be tailored to different business models and risk profiles, supporting innovation while maintaining core protections.
• Consumer protection should reflect real needs. Consumers vary widely in motivation, capability, and vulnerability. Regulation should focus on fairness, simplicity, and meaningful outcomes – such as bill clarity, value, and access to support – rather than overly prescriptive processes.
• Trust requires clear accountability. As markets fragment across suppliers, platforms, and third parties, responsibility for harm is often unclear. Outcome-based obligations should apply across the ecosystem, supported by clear, measurable expectations and transparent reporting to maintain trust and enable informed choice.