Helping consumers engage with complex issues so that their voices influence future energy charging
Energy systems cost recovery is not a topic that most consumers engage with regularly, and standing charges are some of the least considered parts of the energy bill. In fact our research found that many of those participating weren't aware of them at all. However, government is making big decisions about this and, as the consumer advocate for energy, Citizens Advice wanted to ensure the voice of consumers was heard.
This meant that we had to devise an approach together with the energy policy team at Citizens Advice that would enable consumers to voice informed views about the future of energy pricing and how infrastructure upgrades should be paid for. This included:
A programme of deliberative workshops across England, Scotland and Wales
Extended deliberative interviews with those consumers for whom workshops were inaccessible (consumers with English as an Additional Language and disabled consumers)
Working with a designer to create visual representations of the different options being considered
Video briefings from Citizens Advice staff about the reason for the research and the background to the changes being considered
Our report has informed CitizensAdvice's response to Ofgem's system cost allocation and recovery review and has been published here: https://www.citizensadvice.org.uk/policy/publications/consumers-attitudes-to-energy-system-cost-allocation-and-recovery-spark/