A charity has revealed the extent of the impact the pandemic has had on people with disabilities, with some forgoing meals in order to save energy.
Scope, a disability equality charity, conducted an Opinium survey of more than 1,000 disabled people and has released the results in a report titled Covid-19, energy suppliers and their disabled customers.
Scope’s report highlighted that while the average UK household spends £1,214 a year on energy, more than a quarter (27 per cent) of households with a disabled person, roughly 4.1 million households, spend more than £1,500 a year.
Of these, 790,000 households spend more than £2,500. Upwards of a third of disabled adults feel that their impairment or condition has a direct impact on what they pay for energy. Disabled people with limited mobility often have to use more heating to stay warm, while others who use assistive technology regularly need extra electricity to charge these items.
Due to lockdown domestic energy consumption has increased overall for most people. Yet disabled customers had a higher increase compared with non-disabled people. This, the charity said, is due in part to the fact that disabled people are more likely to be shielding and therefore at home even more, including many who were not told to shield, but made a personal choice to do so.
The charity found 54 per cent had seen their energy usage increase, and for 34 per cent of people this was causing them worry or concern. More than a quarter (28 per cent) said their financial situation has worsened because of Covid-19.
Almost half (45 per cent) have seen an increase during the pandemic yet 86 per cent say they have had no contact with their energy supplier regarding concerns about their bills and usage.
Of the 14 per cent who have had contact with their supplier, 47 per cent were dissatisfied with the service they received. Many reported that customer service was poor, especially the length of time it took to respond.
The charity has also revealed 8 per cent have gone without certain things in order to pay for their power bills, with some forgoing meals or staying in one room of the house to conserve energy.
In response Scope has launched its new Disability Energy Support Service, which will work with disabled people and support them through these increased costs, give them tailored advice as to how to bring their energy costs down, and navigate their relationship with their energy supplier.
In its report Scope did acknowledge the “welcome increase” in work done by the sector for the most vulnerable customers, such as Energy UK’s Vulnerability Commitment, and that disconnections from credit meters for debt are at an all-time low.
It has further set out a number of recommendations for energy suppliers. These include:
- Proactively identify and contact disabled customers and offer support if, and when, needed.
- Improve how information is gathered about the needs of disabled customers.
- Improve customer service to be more empathetic to disabled people’s personal and financial situations.
- Have a wide range of options for sources of financial support and advice to support disabled customers to pay their bills and increase awareness of these measures.
- Agree exemptions or reduced charges for energy usage based on a customer’s impairment or condition.
- Build partnerships with disability charities, disabled people’s organisations and others who can provide specialist support.
Tom Marsland, consumer affairs policy manager at Scope, said: “Disabled people have been hardest hit by the pandemic, with millions facing almost a year shielding at home. Spiralling energy bills are only going to turn the screw even tighter.
“We already knew before Coronavirus that disabled people faced extra costs to the tune of around £583 per month, spending more on essential goods and services. The pandemic has only served to exacerbate the situation and has left people feeling anxious about their increasing energy bills and in the dark about how and where to get help.
“Energy suppliers have an obligation to help their disabled customers, especially if they’re struggling with bills. Scope is launching our new Disability Energy Support Service to bridge the disconnect between customers and their suppliers.
“We’ll work with disabled people and give them tailored advice as to how to bring their energy costs down, and navigate their relationship with their energy supplier.”