Ofcom Statement
Here’s an **official-tone summary of recent statements and positions from Ofcom (the UK telecoms regulator) specifically regarding vulnerable customers — including a direct statement in the context of enforcement action and regulatory requirements:
📌 1. Ofcom Enforcement Statement on Protecting Vulnerable Customers
Context: On 1 December 2025, Ofcom issued a formal enforcement statement and press release after fining Virgin Media £23.8 million for failing to protect vulnerable telecare customers during its migration from analogue to digital landlines. This is one of the clearest regulatory statements in recent months on how Ofcom interprets and enforces its vulnerability duties. �
wired-gov.net
Ian Strawhorne, Director of Enforcement at Ofcom:
“It’s unacceptable that vulnerable customers were put at direct risk of harm and left without appropriate support by Virgin Media, during what should have been a safe and straightforward upgrade to their landline services. Today’s fine makes clear to companies that, if they fail to protect their vulnerable customers, they can expect to face similar enforcement action.” �
wired-gov.net
This statement emphasises two core points from Ofcom:
Regulatory requirement: Providers must have and follow clear policies and procedures for identifying and supporting vulnerable customers — as required by Ofcom’s General Condition C5. �
www.ofcom.org.uk
Enforcement approach: Failure to meet these obligations, especially where safety or access to emergency services may be affected, can lead to significant financial penalties and regulatory action. �
wired-gov.net
📌 2. Ofcom’s Policy Position on Vulnerable Customers
Ofcom also publishes more general policy guidance on vulnerable customers, which outlines the regulatory expectations and rationale behind these obligations:
Ofcom’s stated approach:
“We want people, especially those who are vulnerable, to receive good customer care when dealing with communications providers. We also want them to get the help, support and services they need. We’re carrying out work to make sure vulnerable customers are protected and can engage in communications markets.” �
www.ofcom.org.uk
Key points from this policy statement include:
Vulnerability can arise from health, age, literacy, life changes or other circumstances. �
www.ofcom.org.uk
All UK communications providers must establish, publish and comply with clear, effective policies for the fair treatment of customers whose circumstances may make them vulnerable. �
www.ofcom.org.uk
Ofcom’s rules include requirements to offer accessible communications and specific services for customers with disability-related needs (e.g., priority fault repair, accessible formats). �
www.ofcom.org.uk
This guidance informs how Ofcom judges whether a provider is compliant, even where the regulator is not taking enforcement action.
If you want the full text of Ofcom’s press release or vulnerability guidance (e.g., PDF or official HTML)