Debt and Disconnection Review: Consumer Research for Ofgem by Accent

As part of its Debt and Disconnection review and Consumer First initiative, Ofgem commissioned Accent to conduct research among consumers with gas and electricity arrears to explore their experiences of contact with their energy supplier. Fifteen face-to-face depth interviews were conducted with customers who had had substantial contact with their supplier about their gas and/or electricity arrears. This was followed by a telephone survey among 50 customers with gas and/or electricity arrears. In addition, Accent conducted seven telephone depth interviews with Citizens Advice Bureau (CAB) debt advisors with substantial experience in handling energy debt enquiries.