Too many hurdles: information and advice barriers in the energy market
This study focused on the needs of vulnerable consumers and found that they frequently face multiple barriers in accessing information, advice and support in this essential service. It explores the factors that contribute to these barriers, including those arising from both personal circumstances and organisational behaviour. The study aims to help improve policies and practices in the energy sector so that they reflect the reality of people’s needs. Identifying such barriers helps to point the way to practical solutions, in particular how organisations can ensure that their policies and practices are tailored to meet people’s needs.