Social Obligations Reporting (SOR)

Supply Licence Condition 32 requires energy suppliers to submit to Ofgem information on their performance in relation to their social obligations. This includes a variety of information relevant to their dealings with domestic customers, including information about:

• Payment methods
• Levels of debt and debt repayments
• Disconnection rates
• Prepayment meters
• Non-financial support for consumers in vulnerable situations.

This information enables Ofgem to understand how suppliers are meeting the needs of consumers in vulnerable situations. Ofgem also uses this data to check that suppliers comply with its rules, to challenge poor performance, and to inform policy.

Most of this information is required on an annual basis, although some is required quarterly.

Ofgem publishes suppliers’ social obligations data in an annual report on vulnerable consumers in the retail energy market. This report presents a view of the extent to which vulnerable consumers are experiencing positive outcomes in the market.