Using data to identify and support energy consumers in financial difficulty

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.

Client feedback
“Citizens Advice is very pleased with the quality of Collaborate’s research. Monique and her team produced a high quality research report that fully met the objectives of our brief and we would be really happy to commission further work from them. Monique and the project team were supremely professional and had excellent project management skills. She kept us fully informed on progress of the work regularly and was very personable and flexible to work with. Monique and her team came up with innovative ideas and delivered a challenging and multi-faceted piece of research within a relatively tight deadline.”
Gillian Cooper, Head of Retail Energy Markets, Citizens Advice