Research and analysis

Consumer Advice and Information programme: evaluation

The final evaluation of the consumer advice and information programme, exploring successes and challenges, outcomes and value-for-money.

• From: Department for Energy Security and Net Zero
• Published: 11 March 2026

Applies to England

Documents

Evaluation of the Consumer Advice and Information programme

Ref: RAF048/2324

PDF, 1.08 MB, 129 pages

Evaluation of the Consumer Advice and Information programme: technical annex

PDF, 1.19 MB, 76 pages

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Details

This report evaluates the Department for Energy Security and Net Zero’s Consumer Advice and Information (CAI) programme, specifically the Home Retrofit Advice and Information Line (phoneline) and Local Energy Advice Demonstrator (LEAD) programme.

It focuses on how well these services supported households seeking to improve the energy efficiency of their property, particularly for hard-to-reach households and households living in hard-to-decarbonise homes. It covers the national phoneline and 36 local demonstrator projects, assessing delivery, user experience, outcomes, and value for money. 

Overall, the programme showed that personalised, local advice can help people take action, but more support and better coordination are needed to maximise impact.

Published 11 March 2026