Understanding the lived experiences of consumers in vulnerable circumstances
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In January 2024, Ofgem commissioned Thinks Insight & Strategy to help us understand more about the lived experiences of energy consumers in a range of vulnerable circumstances.
The qualitative research they conducted gave us insight into:
- the role that energy plays in consumers’ lives
- consumers’ experiences of support and engagement with suppliers
- key needs of consumers with a range of vulnerabilities
- opportunities for improvement in approaches to vulnerability
We’ve used the results of this research to inform our Consumer Vulnerability Strategy refresh consultation.
Main points
- vulnerability is complex and dynamic
- regardless of circumstances, participants rarely self-identified as vulnerable
- the role of energy had increased significance for certain vulnerable groups
- managing and understanding energy bills was a key concern for financially vulnerable participants
- expectations of support were low, which acted as a barrier to accessing help
- the most vulnerable participants felt that the complexity of their circumstances may require a more personalised approach to support
- there is a strong desire for proactive, empathetic and easily accessible customer service
Methodology
These findings are based on a two-week diary study with 40 domestic energy consumers in vulnerable circumstances, plus follow-up depth interviews. The study and interviews took place in January and February 2024.
Participants were asked to complete either an online diary or an offline, paper-based diary. Some were then asked to take part in interviews over the telephone or in person.
The research was undertaken with participants from across England, Scotland and Wales (Great Britain). Participants included people who are ‘seldom heard’, such as those who have recently experienced homelessness.