2023-045 Domestic Consumer Standards Research

As part of the Consumer Standards policy workstream to improve customer service, a decision needs to be made on what supplier licence changes to make ahead of winter 2023, in order to improve customer service standards in key prioritised areas. Changes to licence conditions for energy suppliers will increase their costs, so it is important to understand consumer views on what options being considered are likely to have the biggest positive benefit for them. The top line findings must be played back to the policy team within the Authority by mid-June to inform policy decisions.

Ofgem require rapidly assimilated qualitative insight to understand:

What do consumers think about each of the policy options being considered to improve contact ease with their supplier, when they are struggling to pay their bills?

How consumers view each of the policy options being considered to improve the advice and support offered by energy suppliers for those struggling to pay their bills?

If there are any expectations, what good looks like or needs that are not being factored in, to improve the opitons under consideration?

If there are any other options consumers believe should be considered?

The Authority propose to do this via (1) x24 depth interviews and (2) x2 mini-focus groups across GB with a cross section of customers to provide qualitative insights that can shape policy decision making.

The Authority require rapidly assimilated and fully analysed qualitative insight to inform policy decisions on consumer standards ahead of Statutory Consultation on changes to make to energy supplier licences.