Citizens Advice today published the report of Collaborate Research’s multi-stranded study on the use of consumer data by energy suppliers to identify and support consumers in financial difficulty.
In this research, we particularly focused on two types of data: that provided by credit reference agencies and what could be possible with smart meters. Our focus was on the potential benefits and risks of data use throughout the debt management process, including pre-arrears.
Our approach to this research included one-on-one interviews with energy suppliers, relevant stakeholders and consumers at various stages of the debt cycle. In addition, we supported Citizens Advice in making an information request to suppliers in order to collect additional information. We looked not only at current use but also plans to use and the expected future potential of such data.
The report is now published and available here.