Age NI in partnership with Power NI are seeking to gain insights into older people in Northern Ireland’s experience of electricity costs, supplier communication, digital access and support needs. The findings will help Age NI to identify advice, advocacy, and service development priorities, while helping Power NI understand how supplier support and communications can better meet the needs of its older customers.

1.Age Band

50-60

61-70

71-80

81-90

91+

Prefer not to say

2.Including yourself, how many people live in your household?

1

2

3

4

5+

3.How easy do you find it to understand your electricity bills, tariffs, and charges?

Very easy

Fairly Easy

Difficult

Very difficult

4.Have you experienced difficulty in paying your electricity bills in the last 12 months?

Yes

No

5.How confident do you feel about knowing where to get help if you are worried about paying your electricity bill?

Very confident

Fairly confident

Not very confident

Not confident at all

6.Have you contacted your electricity supplier in the last 12 months about energy costs or payment difficulties?

Yes

No

*7.If you answer yes to Q6 above : what support was offered? (Select any that apply)(Required.)

Affordable payment plan

More time to pay

Change to payment method

Help with keypad/prepayment top-ups

Benefit entitlement check

Electricity-saving advice

Referral to debt, money, or grants advice

Customer Care Register / additional needs support

Support for power cuts or medical equipment needs

Trusted contact or nominated person added to account

Follow-up call or ongoing check-in

No support offered

Other

Can’t remember

8.If you checked any boxes in Q7 above, Was the support helpful?

Very helpful

Somewhat helpful

Not helpful

Prefer not to say

I did not contact my electricity supplier