Research and analysis

Home energy information, advice and guidance

Qualitative research exploring perceptions of home energy advice provision and the customer journey in seeking energy advice.

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

Documents

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

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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.

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Case studies (text version)

Ref: RAF047/2021

HTML

Details

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.

Published 11 March 2026