Energy Consumers Commission 2020-2021 workplan: consultation

7. Research and Campaigns 

The Commission will deliver a programme of specific projects to be completed this financial year, addressing the priority themes that have been identified. Where research is undertaken the outcomes of that research will form a basis for further advocacy and practical projects in the following year.

Work should where possible integrate the views of grassroots organisations and the lived experience of energy consumers.

All work will be tendered according to Scottish Government procurement guidelines to ensure best value and deliver high quality outputs.  

7.1 Energy Debt

A programme of research will be undertaken, commencing Q3 2020/21, to understand the changing landscape for consumers in debt and the best means of communication with consumers to build understanding of energy debt. This will include a detailed look at systemic barriers to engagement (for example a lack of switching options) and how these barriers have changed in the light of changing industry priorities and practices stemming from COVID-19. This should take into account interlinked systems of debt across sectors and how these may impact on consumers' ability to pay for energy. This work will engage widely with consumers facing these issues, in addition to working with suppliers (both in the regulated and unregulated energy markets) to gain a fuller understanding of the scale of this issue in Scotland and how we can best mitigate it.

We expect that the work will consist of desk-based research; public-facing focus sessions; and a programme of stakeholder engagement with suppliers, the regulator and third sector.

Intended Outcomes

• The information gained through this research will allow more accurate and effective communication with consumers most in need of debt support.
• Potential further support mechanisms for consumers, including in the unregulated fuels market, can be identified.
• The research will contribute to a greater understanding of how energy debt is related to other debt across sectors.

Cost Estimate - £ 45,000

7.2 Supplier Best Practice in Customer Service

Raising awareness of best practice, obligations and general support amongst energy suppliers and the general public could help close gaps in supplier performance and would help consumers engage more with their domestic energy use, be more aware of the standard of service they are entitled to and will ensure that they are aware of changes to the operation of the market as a result of COVID-19.

Customer service across the unregulated markets is more inconsistent. Raising awareness of best practice in these sectors could encourage suppliers to adopt higher standards of service and improve consumer experience of the market overall.

We expect that the work will consist of engagement with suppliers and others to gain knowledge of best practice in regards to support and redress at devolved, UK and European scales, and a campaign to share knowledge of best practice including online/social media, other media and in-person where appropriate to ensure maximised engagement.

Intended Outcomes

• More informed consumers across regulated and unregulated markets, leading to simplified communications with suppliers, better understanding of the standard of service consumers should experience and better access to redress when needed.

Cost Estimate – £45,000

7.3 Improving Outcomes for Consumers in Vulnerable Circumstances

Increased consumer uptake of Priority Service Registers would provide an opportunity to expand the number of consumers in vulnerable circumstances receiving protections. There are also opportunities for more closely monitoring the challenges faced by those on PSRs and potentially expanding the services offered. This is the case in relation to both energy suppliers and networks. In order to achieve this awareness must be raised of the services offered. The methodology for this will depend on the COVID-19 restrictions at the time the work commences but should be designed around maximised engagement with vulnerable consumers whilst also engaging local partners, energy suppliers and emergency services.

This work would consist of engagement building directly with consumers in vulnerable circumstances and campaigns to share knowledge between relevant stakeholders.

Intended Outcomes:

• An increased awareness of the PSRs and the services offered to consumers using PSRs
• An increased number of consumers registered on PSRs

Cost Estimate - £40,000

Note: Considering the crossovers between the Improving Outcomes for Vulnerable Consumers and the Supplier Best Practice in Customer Service workstream. There may be potential to run these two projects under the same tender with shared funding. This may allow the scope of these projects to be widened/synchronised as appropriate.

7.4 Engagement with Decarbonisation

A greater understanding of the level of engagement as it stands is needed. This will allow informed advocacy to target the areas most in need of change in the longer term.

Consumer engagement activities held across Scotland could build understanding of these issues across a variety of consumer groups over different areas and demographics. These activities would, as far as possible, include hard-to-reach consumers and the groups that advocate on their behalf, this may be facilitated through ECC membership and their networks.

We expect that the work will consist of engagement with consumers through varying means. These may include workshops if appropriate and other forms of communications with hard to reach consumers as required.

Intended Outcomes:

• Understanding of the current level of engagement to assist in the advocacy activities of the ECC and Consumer Scotland and better informed policy design to target harder to reach consumers and boost their engagement with the green recovery and net zero.

Cost Estimate - £40,000

Summary of costs

Theme	Proposed Funding
Energy Debt	£45,000
Supplier Best Practice/Customer Service	£45,000
Improving Outcomes for Vulnerable Consumers	£40,000
Engagement with Decarbonisation	£40,000
Total	£170,000

Consultation questions:

7. Will the projects described adequately address the identified themes given the budget and timescale available?