This project is a collaboration between a consortium of three energy networks: Northern Gas Networks, Cadent, and National Grid Electricity Transmission, and is coordinated by the Energy Innovation Centre. This report summarises the research commissioned by the consortium partners, as conducted by Energy Systems Catapult.

Energy networks manage and operate the electricity and gas grids, ensuring safe, secure, and reliable energy is delivered to homes and businesses.

The project is funded through the Network Innovation Allowance – UK government funding that supports energy networks to take forward innovation projects that have the potential to address consumer vulnerability, and/or deliver longer–term financial and environmental benefits for consumers.

Project aims

The report set out to identify good practice in communicating with digitally excluded consumers and identify good practice in relation to energy outages.

Key findings

What is Digital Exclusion?

Digital exclusion is usually measured in its simplest terms using Office for National Statistics data: those who have either never used the internet, or have not used it in the last 3 months. This project does not cover the definitions or reasons for digital exclusion, but the next phase of research aims to explore the needs and circumstances of people excluded from digital services.

Read the Report

Digital exclusion: The challenge of communicating with all energy consumers

Consumer Insight & Proposition Design

Independent consumer experts helping innovators – large and small – see beyond what people say to understand what they do.

Find out more

Want to know more?

Find out more about how Energy Systems Catapult can help you and your teams