"I have a panic attack when I pick up the phone": experiences of energy advice amongst 'hard to reach' energy users

Abstract

In this paper we provide a short briefing on recently completed qualitative research into experiences of energy advice amongst so-called hard to reach energy users. Our sample of 26 respondents comprised of highly vulnerable and marginalised consumers, many of whom led chaotic lives but who agreed to share their experiences of seeking help with energy problems (e.g. affordability; cold homes; ineffective heating etc.) with the research team through qualitative interviews. The research revealed poor treatment that failed to resolve their predicaments and exacerbated physical and mental health conditions. Surprising findings also emerged regarding who participants turn to, in the first instance, for help with energy problems.