CSE is delivering a project to understand the barriers young people face – and the support that they need – when paying their bills for the first time.

We’ve conducted focus groups with 16-30 year olds, including students and care leavers, who have been paying energy bills for less than two years. We found that they faced some key challenges around understanding their bills and accessing the right support.

Trouble understanding tariffs, bills, meters and heating systems

These were the key areas that young people struggled to navigate prior to, and upon, moving into a new home. They said that researching energy providers and tariffs was ‘stressful’ and created decision anxiety. This was exacerbated by their uncertainty around expected costs and a lack of understanding of different types of heating systems. Many struggled to locate and read their gas and electricity meters, and several were confused about how payment options work, including direct debits.

Lack of information about all-inclusive bill packages

Many students said they signed up to all-inclusive bill packages for simplicity or were pushed into this decision by their landlord or university. Another reason for choosing all-inclusive packages was to avoid challenges with splitting energy bills in shared accommodation. Conversations about money with housemates often felt ‘awkward’, and asking for money felt like ‘pestering’.

However, these packages make bills much more expensive and come with a range of other risks. Students need access to comprehensive information about bill packages so that they can make more informed decisions. 

Intensified challenges for care leavers

Our care leaver focus group spoke about the fact that any usual challenges are likely to be magnified for them, because of their uniquely vulnerable position and often sensitive background. One care leaver, Yasmin*, noted that energy companies often fail to recognise care leavers’ vulnerabilities and tend to make assumptions about their capabilities. Read more about Yasmin’s experience in our full report.

Their personal advisors are well-positioned to act as trusted, reliable sources of support, yet many lack the knowledge required and need relevant training.

Poor visibility of existing energy support

Young people said that they currently seek advice from peers, (foster) parents, and online sources. However, they said that the sheer volume of information online is overwhelming, complex and prone to misinformation. They were open to more direct one-to-one support from expert energy advisors, particularly through text-in services such as WhatsApp. 

Much of the information young people need is available on our website, including ways to speak to our energy advisors for more in-depth support, yet most were unaware of this. They said they would likely engage with content from trusted organisations if they saw it on the social media platforms where they spend their time – in particular Instagram and TikTok.

*Names changed for privacy

Work with us to support first time bill payers

We’re interested in developing further resources, training and research to support first time bill payers. If you’d like to partner with us in this work, please get in touch.