‘It’s a lifeline’: A long-term approach to improving home energy support programs for households facing vulnerability

Energy Efficiency Services aim to support householders to better understand and manage their energy use and costs, including through changing energy use behaviour as well as maximising access to financial supports such as rebates, concessions, retrofit and appliance replacement schemes. There is a body of research that identifies their value in reducing household electricity use (by a median of 7.9% across programs), as well as contributing to ‘co-benefits’ such as increased health and wellbeing through increased thermal comfort and reduced stress (McAndrew et al., 2021). Energy Efficiency Services, such as that offered by research partner Uniting Vic Tas, frequently work with vulnerable households and those experiencing energy hardship. Energy hardship manifests in a variety of ways including difficulty paying bills, energy rationing, and negative effects on health and other life areas. Rates of energy hardship are increasing in Australia and are particularly prevalent among those on the lowest incomes, as well as those on income support, people with a disability, and single parent households (Bryant et al., 2022). In this context, this research investigates the outcomes achieved by an energy efficiency service and deepens understanding about the trajectory of energy hardship and the points of intervention to prevent and ameliorate it. The research provides design-insights into a suitable model for an energy efficiency service.