Consumers' experiences of debt and affordability support from suppliers
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Ofgem and Citizens Advice jointly commissioned BMG Research to conduct qualitative research interviews with a range of consumers who had recently been in contact with their supplier about support with energy costs.
This research aimed to explore a range of customers' journeys through suppliers' support processes when they had fallen behind on their bills or run out of credit on their prepayment meter.
Main points
Participants described a wide range of experiences when in contact with their supplier about support. There was a mix of both positive and negative experiences.
Participants reported that rises in energy costs, increases in the cost of living and difficulties understanding bills were reasons for needing supplier support.
Some participants were unaware of being in debt or arrears until contacted by their supplier. Others found themselves in difficulty when they did not get a helpful response from their supplier, or when they were unable to agree a way to resolve their problems.
While several participants said they were able to contact their supplier easily by phone or email, others felt that they couldn’t speak to their supplier due to the ‘stigma’ of being in debt, often feeling as though others were more ‘deserving’ of support.
Some respondents reported more positive interactions where they felt heard, valued as a customer and that their personal circumstances were considered.
Participants ultimately said they want suppliers to understand their situation, be kind and empathetic, and provide a range of suitable options for their circumstances.
Methodology
Fieldwork for this research was conducted from 2 February to 20 March 2024, consisting of 31 in-depth interviews with domestic energy consumers in England, Scotland and Wales (Great Britain).
Due to the timing of the fieldwork, some of the findings reflect participants’ experiences with their supplier before Ofgem introduced new consumer standards in December 2023.
All of those interviewed had fallen behind on their energy bills or had run out of credit on their prepayment meter and been in contact with their supplier about it.
Interviews were conducted either online, over the telephone or in person, and lasted up to one hour.