In January 2024, Ofgem commissioned Thinks Insight & Strategy to help it understand more about the lived experiences of energy consumers in various vulnerable circumstances.

The qualitative research gave Ofgem 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

Ofgen then used the results of this research to update its Consumer Vulnerability Strategy.

What were the main points raised in this study?

  • 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.

What type of methodology was used in his study?

The findings are based on a two-week diary study and interviews undertaken during January and February 2024.

It involved 40 domestic energy consumers in vulnerable circumstances and included follow-up in-depth interviews. 

Participants were asked to complete either an online diary or an offline, paper-based diary, and 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.

Read the full report here.