This report, developed for the UK Power Networks (UKPN) Home Energy Saver project, identifies groups at risk of being left behind in the energy transition. It provides a framework for pinpointing the most prevalent vulnerable demographics in a specific location, offering practical insights to help make online services for energy customers more inclusive and accessible.

Defining vulnerability in the energy transition

The energy transition must not leave anyone behind. Our research addresses a critical gap by defining who is vulnerable in this context and understanding their specific needs and challenges. Using the UKPN licence area as a case study, we show that vulnerabilities are not evenly distributed across areas and are often compounded when factors like low income intersect with limited internet access.

A practical guide for energy practitioners

This resource is useful for practitioners and policymakers developing online tools and support services for energy customers. It provides a clear framework to help understand which demographics you need to engage with and how to ensure your tools adequately address specific needs.

You can use it to:

• Target customer engagement by identifying where specific vulnerable groups are concentrated.
• Design better services that meet the specific needs of vulnerable households.
• Build more effective online tools that are inclusive and accessible to all customers.

Key findings for energy sector practitioners

The research reveals these important takeaways:

• Geographic concentration matters. Overrepresented groups in particular locations should be prioritised for customer testing to ensure online tools address their specific needs.
• Vulnerabilities often intersect. Multiple challenges rarely exist in isolation – for instance, low income frequently overlaps with other challenges such as inefficient housing, age, or health conditions, increasing exclusion risks.
• Specific groups are overrepresented in the UKPN area of southeast England. Households with young children, social and private renters, and those in energy inefficient housing feature prominently.
• Certain groups pose challenges for engagement when developing online tools. Households with limited internet access and non-English speakers face the greatest risk of exclusion and must be central to research and design considerations.