Why is energy bill support continuing to let disabled people down?

For the past 3 years our advisers have seen the same pattern every winter. Colder months, higher energy usage, and more people falling into energy debt.

This reality disproportionately affects disabled people.

Last year, 65% of people that came to us with an energy issue either had a disability or a long-term health condition. This group currently makes up half of the people we see across our local services for all issues.

A lot of effort has gone into easing the challenges they face in the energy sector. Energy suppliers are obligated to place vulnerable consumers on the Priority Services Register, which helps utilities companies provide them with extra support. The regulator also commits to protecting these consumers.

This group continues to make up an overwhelming number of those who come to us for help

Making energy bills affordable for all is a high-priority policy concern — it’s in the news, manifestos, and people are protesting about it. However, some groups are undeniably having a harder time affording energy than others.

Last year, people coming to us about affordability related energy issues were 32% more likely to have a disability or chronic illness, than not.

Poor customer service is no less of an issue for these consumers

More than 6 in 10 of all our local Citizens Advice customer service related cases came from people with disabilities and chronic conditions.

Our data shows that people with disabilities and long-term health conditions are experiencing the same key issues as the average energy consumer.

Why do these issues seem to be having a greater impact on these consumers?

Structural and physical barriers often mean that many people with disabilities and long-term health conditions are unable to enter the workforce. These individuals are also more likely to have higher energy needs as a result of their condition, as is the case for people with conditions that require prolonged heating.

63% of people that visit our local Citizens Advice for energy debt advice either have a disability or long-term health condition. According to Scope, the monthly extra costs that disabled consumers have to pay is equivalent to just about half the income of the average disabled person.

Costs for these consumers could rise further in future. Disabled people with higher energy usage are at risk of paying higher prices as a result of proposals from Ofgem to reform standing charges. More needs to be done to help them engage with smart energy technologies and services that will help consumers save money in future.

The current support for people with disabilities and long-term health conditions isn’t working

The Personal Independence Payment (PIP), a working age and non-means-tested disability benefit, has a complex application process and very strict eligibility criteria. Last year alone, our advisers saw over 230,000 people on the issue.

Our negative budget data calculates the percentage of people whose incomes don’t cover their essential living expenses.

It shows that disabled people who aren’t claiming — or aren’t eligible for — benefits are less than half as likely to be able to cover day-to-day expenses such as energy bills. Meaning that for many disabled consumers, the difference between a warm home and energy debt can be as simple as being able to claim PIP.

Some disabled pensioners are also at risk

Age UK estimates that 1.1 million UK pensioners with a disability, living in poverty or just above the poverty line will no longer receive Winter Fuel Payments (WFP) under the new eligibility criteria. The WFP provided support to many pensioners that didn’t need it, but those who did depend on these payments will lose out if they don’t claim Pension Credit.

Alongside the need for additional outreach and support for pensioners making Pension Credit claims, these changes highlight the importance of targeted affordability support now more than ever. Our proposed targeted bill support builds on the existing Warm Home Discount scheme by automatically providing support, with more help for those with the highest energy needs.

Living with a disability or a long-term health condition comes with a great deal of extra costs, and as the colder months set in, these may only worsen. Citizens Advice research has shown that upgrading Britain’s millions of inefficient properties to energy performance certificate (EPC) level C could reduce winter patient numbers for cold-related illnesses by up to 30%, and prevent 670,000 children developing asthma by 2030.

What needs to change?

Affordability support needs to take better account of the complexities that exist within the consumer experience. A tiered Warm Home Discount, for example, would provide support that is targeted to each household’s energy needs.

People with disabilities and chronic conditions face considerable difficulties in the energy market, and for this reason it is crucial that they can benefit from Government energy efficiency schemes, such as ECO4 and the Great British Insulation Scheme.

We’re urging the government to ensure that current and future support for these consumers fully takes into account their complex needs.