Engagement and empowerment through in-home energy advice: service impacts on quality of later life Bailey C.,^ Hodgson P.,^ Richardson L.,* McCourt V.,~ Grange L.*

^ Health and Life Sciences, Northumbria University, UK^Prince Bishops Community Bank~Derwentside Homes

Context

• Low income, high energy costs and home energy efficiency, are key factors in household fuel poverty.

• Fuel poverty can lead to cold homes. It is likely in winter in the UK, at least 65 people a day may die of illnesses due to cold homes (Marmot Review 2011)

• Estimated 2.28 million fuel-poor households in England (Department of Energy and Climate Change, 2012).

Comic Relief, 3-year funded programme, led by Prince Bishops Community Bank with Derwentside Homes and other partners.

Expert Energy Advisors offered free home visits to :

• Support financially excluded older people unable to take advantage of lower fuel tariffs

• Provide an at home financial MoT

• Improve money management skills

• Providing practical support and help

Evaluation

• A quantitative evaluation captured financial savings.

• A qualitative evaluation assessed quality of life impacts on participants and their approaches to energy use.

Qualitative evaluation

Appreciated gaining new skills

such as understanding a bill

and able to break down fuel

use

EA visit enormously valued:

Findings

FindingsOn the whole, attitudes towards energy suppliers were negative. Participants did not trust shared information, some

reported feeling stupid and unable to change providers. Contact with an EA not only changed their own

circumstances, but often led to them recommending the service / passing on advice to friends and family in similar

positions.

Findings

• Self-reported decreased levels of worry and anxiety about ‘bills

running away with themselves- particularly valued those living

with chronic health conditions

• Some cheaper energy tariffs may only be digitally available,

raising concerns about digital exclusion.

Overall Findings

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EMPOWERMENT

Participants felt empowered by the advice, both in understanding their

own bills and looking for better deals in other services

BETTER THE DEVIL YOU KNOW

Some participants would decline better deals, as the valued the trust

they had in their existing systems more

CONTROL & QUALITY OF LIFE

Participants valued the control the service gave them, allowing them

to make their own decisions and giving reassurancePERSONAL / FACE-TO-FACE ADVICE & HOME VISITS

Advice was more likely to be accepted when delivered in a flexible and

personable manner in the participants’ own home

NEGATIVE IMPACTS OF FUEL USE / POVERTY

Participants, including those with long-term, chronic health

conditions, reported negative quality of life impacts from worrying

about fuel use.

DIGITAL EXCLUSION

Some participants felt excluded by online / direct debit deals, as they

either didn’t have facilities or interest to access them

NEGATIVE VIEWS OF ENERGY PROVIDERS

Energy providers were often viewed negatively, with participants

often not trusting the information they gave them

Recommendations

1. Participants reported negative quality of life impacts caused by worry over fuel use and cost. ‘People facing’, at home, energy advice service that gives knowledge and control to clients, can ameliorate this and build sustainable benefits.

2. Some participants appreciated information about ‘switching energy provider to save money’, but inclined to stay with existing provider . There needs to be a sustained cultural shift in service-user understanding and management of their financial affairs.

3. Participant views about energy providers, often negative. UK Government needs to liaise with energy providers, to achieve the ‘most workable and affordable tariff’, particularly for those on low income.

4. Some concern about online and future service provision leading to digital exclusion. Existing IT outreach needs to target those who feel marginalised (including access to free IT training and support).

Response to findings

PROGRAMMECounty Durham ‘Managing Money Better ’ Project Evaluation –An Invitation to a fictionalised play of the findings

MONDAY 20TH FEBRUARY, 14.00-16.00

Thank you!

▪ Department of Energy and Climate Change. Annual report on fuel poverty statistics. 2012

▪ Marmot Review Team. The Health Impacts of Cold Homes and Fuel Poverty. Friends of the Earth and Marmot Review Team. University College London. 2011.