Home energy information, advice and guidance

This report presents findings from research on perceptions of energy advice provision. It explored: which sources are trusted what advice is perceived as most important perceived gaps in provision the customer journey in searching for advice how advice could be tailored to encourage homeowners to decarbonise their homes Energy Systems Catapult completed the report, which involved qualitative research with experts on energy advice and homeowners, including a subgroup of homeowners who were digitally excluded. Home energy information, advice, and guidance Ref: RAF047/2021 PDF , 345 KB , 38 pages Customer journey map (visual) Ref: RAF047/2021 PDF , 63.9 KB , 1 page This file may not be suitable for users of assistive technology. Request an accessible format. If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email alt.formats@energysecurity.gov.uk . Please tell us what format you need. It will help us if you say what assistive technology you use. Customer journey map (text version) Ref: RAF047/2021 HTML Case studies (visual) Ref: RAF047/2021 PDF , 900 KB , 12 pages This file may not be suitable for users of assistive technology. Request an accessible format. If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email alt.formats@energysecurity.gov.uk . Please tell us what format you need. It will help us if you say what assistive technology you use. Case studies (text version) Ref: RAF047/2021 HTML Energy Systems Catapult (2021) RAF047/2021 Home energy information, advice, and guidance Research report Completed by Energy Systems Catapult for the Department for Business, Energy & Industrial Strategy prior to the general election in the United Kingdom in July 2024. As such, any references to government policies, commitments, or initiatives may reflect the stance of the previous administration and were accurate at the time of fieldwork and writing. Disclaimer This document has been prepared by Energy Systems Catapult Limited. All information is given in good faith based upon the latest information available to Energy Systems Catapult Limited. No warranty or representation is given concerning such information, which must not be taken as establishing any contractual or other commitment binding upon the Energy Systems Catapult Limited or any of its subsidiary or associated companies. Views expressed in this report are from the relevant research agencies, based on data collected from research participants and other evidence, and not necessarily those of the UK government. © Crown copyright 2021 This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gsi.gov.uk. Where we have identified any third-party copyright information you will need to obtain permission from the copyright holders concerned. 3 Contents Contents ....................................................................................................................................... 3 Glossary ....................................................................................................................................... 4 Executive summary ...................................................................................................................... 5 Introduction ................................................................................................................................... 8 Method ....................................................................................................................................... 10 Expert interviews .................................................................................................................... 10 Homeowners .......................................................................................................................... 11 Follow-up interviews................................................................................................................ 12 Digitally excluded homeowners ............................................................................................... 12 Results ....................................................................................................................................... 13 Homeowners felt that awareness and understanding of the carbon emissions context would prompt them to act .................................................................................................................. 13 Homeowners felt they would prioritise their own needs over environmental benefits .............. 14 Initial online searches give an idea of the landscape and act as a stepping stone.................. 1

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