Energy Survey
energy
smr
Why are we doing this Survey?
We know that some people experience problems in paying their electricity and gas bills. This survey is about finding out why some people find themselves in this situation and what can be done to help them.
The research is being undertaken by an independent research company (Social Market Research) on behalf of the Utility Regulator.  With your help the Utility Regulator will use the research findings to produce a Code of Practice for electricity and gas companies to use when dealing with customers who face problems.  
How do I complete this Survey?
For each question please select your answer.  Please be as honest as possible in your response.  Remember that there are no right or wrong answers.  
CONFIDENTIALITY
The survey is confidential and you cannot be identified in any way.  Your completed survey will only be seen by researchers and not by anyone else.  
THANK YOU FOR SUPPORTING THIS RESEARCH
IF YOU NEED ANY SUPPORT WITH COMPLETING THIS SURVEY PLEASE CONTACT:  YVONNE SOMERS ON BELFAST 02890 923362
SECTION A:  ENERGY BILLS AND HEATING YOUR HOME
1. Do you worry about being able to pay your energy bills?  
(Please select one box)
2. Normally in winter how easy or difficult do you find it to heat your home to a temperature which is comfortable?
(Please select one box)
3. Are you currently using less energy than you need because of your energy bills?
(Please select one box)
4. Would you typically spend more than 10% of your household income to heat your home?  (For example if your household income is £200 per week would you typically spend more than £20 on heating your home).
(Please select one box)
5. What is the main form of heating in your home?
(Please select one box)
   
6. If you use oil for home heating, how do you normally purchase it?
(Please select one box)
7. If you use oil are there times when you sometimes can't afford to buy oil and have to use electric heaters or a coal fire to provide heating, or go without heating?
(Please select one box)
SECTION B:  YOUR OWN CIRCUMSTANCES
The following questions ask about your own circumstances.  Please remember that your responses are completely confidential and will help us to find ways of better supporting people who may be experiencing difficulties with their energy bills.  
8. Are you a customer of any of the following companies?
(Please select all that apply)
9. People can pay their energy bills in different ways.  Please select which of the following payment methods you are aware of.
(Please select all that apply)
10. How do you normally pay your ELECTRICITY energy bills?
(Please select one box)
   
11. How do you normally pay your GAS energy bills?
(Please select one box)
   
12. And how satisfied or dissatisfied are you with your payment method for electricity?
(Please select one box)
13. And how satisfied or dissatisfied are you with your payment method for gas?
(Please select one box)
14. (Please write in your answer)
SECTION C:  PAYING YOUR ENERGY BILLS
From time to time people struggle with paying their energy bills and sometimes find themselves falling behind or in arrears with their energy bills.  
15. At the moment are you behind or in arrears with your payments to...?
(Please select all that apply)
16. Does being behind with your energy bills cause you to worry at all?
(Please select one box)
17. There are lots of different reasons why people can find themselves behind with their energy bills.  What do you feel are the main reasons why you have found yourself behind with your bills?
(Please select all that apply)
   
18.a How long have you been behind with your ELECTRICITY bill?
(Please select one box)
18.b How long have you been behind with your GAS bill?
(Please select one box)
19.a Approximately how much do you owe your ELECTRICITY company?  Again all your responses are completely confidential.  
(Please select one box)
19.b Approximately how much do you owe your GAS company?  Again all your responses are completely confidential.  
(Please select one box)
20. Please say if you agree or disagree with the following statements.
(select one box for each statement)
       
  I am embarrassed about being behind with my energy bill(s)      
  Sometimes I feel I'm drowning in debt and there is no way out      
  I feel confident that I will be able to sort out these bills      
  I Don't want advice from anyone, I'll sort this problem out myself      
  I Don't see being behind with my energy bills as a problem      
21.a Compared with other businesses, how do you feel your ELECTRICITY company has treated you...?  
(Please select one box)
21.b Compared with other businesses, how do you feel your GAS company has treated you...?  
(Please select one box)
22. Did you ever try and contact your ELECTRICITY company about being behind with your bills?
(Please select all options that apply)
   
23. Did you ever try and contact your GAS company about being behind with your bills?
(Please select all options that apply)
   
24. If you have never tried to contact your ELECTRICITY company, why is this?
(Please select all that apply)
25. If you have never tried to contact your GAS company, why is this?
(Please select all that apply)
26. Are you currently in contact or talking to your energy company about being behind with your bills?
(Please select all that apply)
27. Please write in your answer
28. To help solve your problem, would you find it easier to talk directly to your electricity or gas company or would you find it easier to talk to an independent advice agency such as Citizens Advice or your local Advice NI centre?
(Please select one box)
29. Which of the following types of debt would you give priority to?
Please put 1, 2 or 3 beside your top 3 priorities.
   
SECTION D: COMMUNICATION FROM YOUR ELECTRICITY OR GAS COMPANY
30. If you are behind with your bills, do you open and read letters sent to you by your electricity or gas company?
(Please select all that apply)
31. (Please write in your answer)
32. Thinking about letters you received from your ELECTRICITY company, would you agree or disagree with the following statements?
(Please select one answer per row)
       
  I understood the letters      
  Letters are written in plain English      
  I couldn't read the letters      
  I would have preferred an option in large print or Braille      
  I would have preferred a letter in a language other than English      
33. Thinking about letters you received from your GAS company, would you agree or disagree with the following statements?
(Please select one answer per row)
       
  I understood the letters      
  Letters are written in plain English      
  I couldn't read the letters      
  I would have preferred an option in large print or Braille      
  I would have preferred a letter in a language other than English      
34. Have you ever spoken to your electricity or gas company about being behind with your bills?
(Please select all that apply)
35. (Please write in your answer)
36. Thinking about when you spoke with your ELECTRICITY company, would you agree or disagree with each of the following statements?  (Please select one answer per row)
       
  I found it helpful to speak to them      
  They were professional      
  They were friendly      
  By speaking to my energy company I was able to sort out my problem      
37. Thinking about when you spoke with your GAS company, would you agree or disagree with each of the following statements?(Please select one answer per row)
       
  I found it helpful to speak to them      
  They were professional      
  They were friendly      
  By speaking to my energy company I was able to sort out my problem      
38. Generally speaking would you say that your ELECTRICITY company...?
     
  ...understood your circumstances    
  ...was sympathetic to you    
  ...made you aware of help that you can get    
  ...told you where to go to get help    
  ...offered you practical help for solving your problem    
  ...recommended that you contact a money or advice agency    
  ...provided helpful advice and support    
  ...acted fairly in your case    
39. Generally speaking would you say that your GAS company...?
     
  ...understood your circumstances    
  ...was sympathetic to you    
  ...made you aware of help that you can get    
  ...told you where to go to get help    
  ...offered you practical help for solving your problem    
  ...recommended that you contact a money or advice agency    
  ...provided helpful advice and support    
  ...acted fairly in your case    
SECTION E: ADVICE AGENCIES AND SERVICES
40. Are you aware of any independent advice agencies for people who may be struggling to pay their electricity or gas bills?
(Please select one box)
41. Have you ever used the services of an independent advice agency (e.g. Advice NI, Citizens Advice Bureau etc) because of problems paying your electricity or gas bills?
(Please select one box)
42. Thinking about when you spoke with an advice agency, would you agree or disagree with each of the following statements?
(Please select for each statement)
       
  I found it helpful to speak to an advice agency      
  They were professional      
  They were friendly      
  By speaking to an advice agency I was able to sort out the problem      
43. Would you recommend that others in your situation use the services provided by advice agencies such as Advice NI, Citizens Advice Bureau etc?
(Please select one box)
SECTION F:  PAYING ARREARS
44. At the moment are you trying to repay any arrears to your electricity or gas company?
(Please select all that apply)
45. Have you come to an arrangement with your electricity or gas company on how you will pay the arrears?
(Please select all that apply)
46. And how easy or difficult are you finding it to pay the arrears? - ELECTRICITY CUSTOMERS
(please select one box)
47. And how easy or difficult are you finding it to pay the arrears? - GAS CUSTOMERS
(please select one box)
48. How long do you feel you should be given to pay any arrears? - ELECTRICITY CUSTOMERS
(please select one box)
49. How long do you feel you should be given to pay any arrears? - GAS CUSTOMERS
(please select one box)
50. Would you find it helpful to work with your ELECTRICITY company to come up with a plan to pay off the arrears owed?
(Please select one box)
51. Would you find it helpful to work with your GAS company to come up with a plan to pay off the arrears owed?
(Please select one box)
SECTION G:  PREPAYMENT METERS, PAY AS YOU GO OR KEYPAD METERS
53. Is there a pre-payment meter, pay as you go (PAYG) or keypad installed in your home?  
(Please select all that apply)
54. When was this prepayment meter / keypad installed in your home? - ELECTRICITY CUSTOMERS
(Please select one box)
55. When was this prepayment meter / keypad installed in your home? - GAS CUSTOMERS
(Please select one box)
56. Thinking about the prepayment / keypad meter in your home, do you...?
ELECTRICITY CUSTOMERS
 
     
  ...understand how it works?    
  ...find it convenient?    
  ...ever have problems using the equipment?    
58. Thinking about the prepayment / keypad meter in your home, do you...?
GAS CUSTOMERS
 
     
  ...understand how it works?    
  ...find it convenient?    
  ...ever have problems using the equipment?    
59. How helpful or unhelpful have you found using a prepayment meter in managing your bills?- ELECTRICITY CUSTOMERS
(Please select one box)
60. How helpful or unhelpful have you found using a prepayment meter in managing your bills?- GAS CUSTOMERS
(Please select one box)
61. (Please write in your answer)
62. Do you ever struggle to find the money to use your prepayment meter? - ELECTRICITY CUSTOMERS
(please select one box)
63. Do you ever struggle to find the money to use your prepayment meter? - GAS CUSTOMERS
(please select one box)
64. Are you currently repaying any arrears through a prepayment meter?
(Select all that apply)
65. Each time you top up your prepayment meter, do you know how much of this is going to repay your arrears?
(Select all that apply)
66. Would you say your repayments towards arrears are...? - ELECTRICITY CUSTOMERS
(please select one box)
67. Would you say your repayments towards arrears are...? - GAS CUSTOMERS
(please select one box)
68. What is your normal way of paying for electricity using your pre-payment meter? - ELECTRICITY CUSTOMERS
(please select one box)
   
69. What is your normal way of paying for gas using your pre-payment meter? - GAS CUSTOMERS
(please select one box)
   
72. In the last year have you ever gone without using electricity because of any of the following? - ELECTRICITY CUSTOMERS
(Select all that apply)
   
73. In the last year have you ever gone without using gas because of any of the following? - GAS CUSTOMERS
(Select all that apply)
   
76. On the last occasion that you could not afford to top up your prepayment meter, how long did you go for without ELECTRICITY CUSTOMERS?
(please select one)
77. On the last occasion that you could not afford to top up your prepayment meter, how long did you go for without GAS?
(please select one)
78. How often would you go without electricity by not topping up your prepayment meter? - ELECTRICITY CUSTOMERS
(please select one box)
79. How often would you go without gas by not topping up your prepayment meter? - GAS CUSTOMERS
(please select one box)
80. Are you aware of the Emergency Credit facility should you need electricity or gas?
(select all that apply)
81. In the last year approximately how many times have you used this ‘Emergency Credit’ facility? - ELECTRICITY CUSTOMERS
(Please select one box)
82. In the last year approximately how many times have you used this ‘Emergency Credit’ facility? - GAS CUSTOMERS
(Please select one box)
83. Are you aware that NIE Energy provides a ‘Friendly Credit’ facility which operates on weekday evenings and weekends? This means that you will always have supply at these times even when you run of credit.  
(Select one box)
84. Are you aware that you can purchase electricity top ups by telephone and the internet?
(select all that apply)
85. (Please write in your answer).
SECTION H:  ABOUT YOU
87. Are you:
88. What age are you?
89. And what is your marital status?
90. Do you have any long-term illness, health problem or disability which limits your daily activities or the work you can do?  Include problems which are due to ageing.  
91. Do you have children living with you who are...?
92. Do you care for someone living who is disabled or chronically sick...?
93. Is English your first language?
94. What is the employment status of the head of your household?
   
96. Is your household in receipt of any of the following benefits?
(Please select all that apply)
   
98. Would you say you live in a mainly urban area or rural area?  
99. And at the moment how would you describe your general health?  
(Please select one box)
100. Please write in the amount.
101. Please write in the amount
THANK YOU FOR TAKING THE TIME TO GIVE US YOUR VIEWS
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