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A project commissioned by Cadent to map real-life experiences of the cost of living crisis has highlighted widespread dissatisfaction with the actions of both government and energy companies.
A poll of more than 2,000 people last month asked whether the energy industry has “supported customers as much as possible in a very difficult situation”, to which just 4% said they agreed, with 11% saying they somewhat agreed. Some 63% said they disagreed or somewhat disagreed. Figures for the government were similar.
The Energy Diaries project, conducted by Britain Thinks on behalf of the gas network, also found widespread ignorance of support available to customers from their energy supplier. Just 24% thought their supplier would have support available for customers struggling with energy costs.
The poll shows 55% of the public feel “totally powerless” when it comes to trying to reduce their energy bills, with 53% believing there is no point contacting their supplier.
This has led to an inevitable sense of apathy with the situation, with 43% of those polled saying they now avoid media coverage of the energy crisis as it is “all doom and gloom”.
The Energy Diaries project, which was supported by charities including Citizens Advice and NEA, began in March, when 12 households were asked to keep diaries recounting their experiences of an escalating cost of living. This was followed up by workshop sessions in May and two sets of national surveys to quantity the findings from the diaries.
The picture painted is one of a public anxious and unprepared for the mounting pressures on their personal finances, with little idea where to turn for help.
A report on the findings from the project found a clear need for increased, improved and accessible provision of advice and financial support.
In particular, the authors called for a “one-stop shop” for accurate and trustworthy advice on reducing energy usage and bills to be created. It also stressed the need for a “clear and attention-grabbing” communications campaign highlighting the existence of this advice service.
The cost of loving crisis will be a key part of the debate at the Utility Week Forum on 8-9 November in London. Find our more and view the agenda here.
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