Experiences of vulnerable consumers who are in energy arrears

We were commissioned by Citizens Advice to conduct research to explore the experiences of consumers in vulnerable circumstances who fall behind on their energy bills.

We conducted a series of qualitative depth interviews across Britain with consumers in a range of different vulnerable circumstances, all of whom were in energy arrears.  The sample was hard-to-reach and required a number of strategies to identify eligible people and overcome barriers to participation.

The full research findings have now been published and can be found here. We also produced an infographic to provide an accessible visual summary of the research.

The research is supporting the policy and campaigning work of Citizens Advice to support vulnerable energy consumers.

Client Feedback
“We’ve had a really great experience working with Collaborate. Monique and Katie were very responsive, thorough and organised throughout the project. They had a strong understanding and genuine interest in our objectives for the research, which was carried out and reported to a high standard. We were particularly impressed with the clear and well-designed infographic. They gave excellent presentations on the research to staff in our office and were very professional, knowledge and personable throughout these, answering questions and engaging in discussions about the findings. We’re really pleased with the outputs which will be important for our influencing work.”
Alexander Belsham-Harris, Principal Policy Manager at Citizens Advice