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Powering up support: unlocking better pathways from energy debt to debt advice

Read the full report

The Personal Finance Research Centre at the University of Bristol, in partnership with StepChange and the energy regulator Ofgem put forward an evidence-based plan for improving debt advice referral pathways between energy suppliers and debt advice providers.

The report is based on analysis of three years of StepChange client data, a client survey, qualitative interviews with StepChange clients and four workshops with representation from the energy sector, debt advice sector and consumer organisations.

As energy prices continue to be a pressing concern for many households across the UK, energy suppliers play a crucial role in supporting customers and referring those with energy debt to free, independent debt advice.

Over two-in-five (43%) StepChange clients with energy debt in our survey said their supplier suggested they seek help with their finances or gave them information about independent debt advice.

44% of survey respondents said their supplier didn’t tell them what information StepChange would need from them and 76% felt they had to repeat a lot of information to StepChange that they had already given to their supplier. 

The report proposes six longer term ambitions and eight quick wins that could lead to better referral pathways from energy suppliers to free, independent debt advice.

Read the full report

Want more information?

Email us to discuss 'Powering up support: unlocking better pathways from energy debt to debt advice' at policy@stepchange.org or reach out to the Personal Finance Research Centre at University of Bristol.