Engaging consumers within Northern Ireland’s energy transition

The Consumer Council is Northern Ireland’s statutory consumer body and is responsible for protecting and safeguarding the rights and interests of our 1.9 million people. Karen Smyth, Director of Infrastructure and Sustainability at the Consumer Council outlines the work of the organisation relating to consumer empowerment, engagement and representation in facilitating the energy transition.

The Consumer Council strives to bring positive change to the people of Northern Ireland by placing consumer concerns at the heart of public policy development and operational decision-making.

Our statutory responsibilities in the Northern Ireland energy sector include consumer education, research, representation and the investigation of consumer issues relating to electricity or gas supplied by authorised suppliers. The Consumer Council is also a complaint handling body, with the ability to raise super-complaints to the relevant regulator.

We seek to work closely with regulated and unregulated energy suppliers, distribution and transmission companies to protect and further the interests of consumers. We work collaboratively with the regulator, department and the sector to ensure ongoing improvement in the consumer experience, particularly in relation to support for consumers in vulnerable circumstances.

The consumer landscape in Northern Ireland

We know that many consumers in Northern Ireland are still struggling, contending with what is now a chronic condition in terms of cost of living. Energy costs continue to be much higher than pre-pandemic levels, with well over 30% of the population experiencing fuel poverty.

Elevated and volatile energy prices have completely changed the consumer landscape in relation to energy affordability and emphasise the need to reduce our dependence on imported fossil fuels, but the continuing relatively low price of oil is influencing consumer decisions in relation to changes to choice of fuel. The importance of a fair and just energy transition cannot be over-emphasised. It is vital to begin to address the barriers to effecting change in a manner that consumers can afford.

Although cost is a massive barrier to consumers in relation to making upgrades or installations to aid decarbonisation, we know that consumers are open and eager to learn more about the energy transition.

Consumers are being asked to play a key role in reducing Northern Ireland’s carbon emissions, with fundamental changes to daily life – in how we heat our homes, travel, shop and eat, but to achieve the Energy Strategy’s 2030 targets, and to reach net zero by 2050, we need behavioural and societal change at scale and at pace.

We know that today’s consumer is seeking to engage and is looking for participative citizenship, seeking to understand how decisions are made and how they can influence them, but we know that most consumers and communities are not ready to engage on the journey before them.

Consumers want a just and fair transition through the connected prism of energy, water and transport, and they expect protection, support and a robust complaints process when installing, maintaining and financing new technologies.

Almost half of consumers we surveyed in 2024 were concerned about how much energy is used in their home, but we also know from our research that consumers feel they have insufficient information, assistance or direction in making the necessary choices, and that they are seeking leadership, simplicity, and protection as the energy transition gathers pace. A step change in the level of information, protection and engagement provided by government and the energy sector will be vital. We are therefore building on our existing awareness campaigns on energy efficiency and switching energy suppliers, to further develop consumer engagement and energy literacy.

Through our Chairmanship of Northern Ireland’s Energy Strategy Consumer Engagement Working Group, we are working across the energy industry, government and civil society to deliver a connected and coordinated engagement programme, improving consumer awareness, understanding and education. We will also identify the emerging issues impacting domestic and micro/small business energy consumers, providing advice on how these can be addressed.

As we approach 2030, we seek to achieve greater consumer empowerment, as people grow in their understanding of their energy use and the benefits of transitioning to net zero. We will use our combined knowledge, research and insights, to promote active energy users, influence targeted solutions and foster community involvement and action, working towards a fair transition that is inclusive and equitable for all of society.

Karen Smyth
Director of Infrastructure and Sustainability
Consumer Council

For more information contact www.consumercouncil.org.uk