Age Scotland Housing and Energy Survey 2025 - Report

Housing and Energy Survey

25 June 2025

Introduction

The 2025 Housing and Energy Survey was commissioned by Age Scotland to understand the experiences and attitudes of older people.

The Survey follows an Energy Survey undertaken by Age Scotland and SGN in 2022, and Housing Surveys undertaken by Age Scotland in 2023, 2020 and 2018.

Scotinform Ltd is an independent research agency based in Edinburgh. We have extensive experience of conducting research into social attitudes and behaviour, and have a long relationship with Age Scotland.

Research Objectives: To understand…

• Current housing position and suitability for current and future needs

• Whether adaptations have been made to houses and whether this might be required in the future

• Attitudes to moving home

• Current and future rent affordability

• Levels of and reasons for homelessness

• Installation of fire and carbon monoxide alarms

• Energy usage, payment and price

• Satisfaction with energy providers in terms of service and communications

• Levels of fuel poverty amongst older people

• The impact of changes to the Winter Fuel Payment

• Awareness and uptake of schemes to support older people in paying their bills

• Attitudes towards energy efficiency measures and the extent to which these have been installed in homes

• Whether older people feel listened to by public sector agencies

• Attitudes towards community, the extent to which people feel their local area is a good place to live

Research Methodology

• The survey was designed by Scotinform and Age Scotland, drawing on the design of previous Housing and Energy Surveys.

• Age Scotland distributed the survey online via their own databases and on social media. A QR code was also provided for use by Age Scotland within the community.

• 4,000 paper copies were printed. 1600 of these were posted to Age Scotland member groups for distribution and 2,000 were sent to individuals on the Age Scotland mailing list. The balance were distributed by Age Scotland at events.

• Respondents could return the paper survey via a Freepost envelope.

• As an incentive, respondents were offered the chance to win one of ten prizes of £50 cash in a prize draw,

• The survey was launched on March 13 2025 and closed on April 21 2025. The paper surveys were inputted by Scotinform.

• A total of 1,287 responses was received. This comprised 857 online responses and 430 paper responses.

• For context, the 2022 Energy Survey received 1,015 responses, and the 2023 Housing Survey 1,117 responses.

Reporting

• Unless otherwise indicated, the sample base for reporting is all respondents (1,287).

• Where percentages do not total 100%, this is due to non-response, multiple response, or rounding.

• Where possible we have compared the findings with previous Age Scotland surveys. Please note that in 2022 and 2023 particularly there were a number of significant economic and societal factors (pandemic recovery, the cost of living crisis) that may have affected the responses in this year.

• Open ended responses are indicated with

1. Sample Profile

Respondent Profile: Gender

• 68% of respondents are female and 30% male.

• This is very similar to the profile of the 2023 Housing Survey (69% female, 28% male).

• In the 2022 Energy Survey 60% of respondents were female and 36% were male.

Non-binary/non-gender conforming

I prefer to self-describe

Trans/with trans history

Prefer not to say

No reply

Respondent Profile: Age

• 63% of respondents are aged between 65 and 79.

• 20% are aged 64 or younger and 14% 80 or older.

• This profile is very similar to the 2022 Energy Survey profile, and slightly older than the 2023 Housing Survey profile.

Respondent Profile: Place of Residence

Perth

• As in previous surveys, responses were received from respondents living in each of Scotland’s 32 local authority areas.

Argyll

Renfrewshire

• The areas with the highest level of response were Highland, the City of Edinburgh, the City of Glasgow, Aberdeenshire, Fife and Dumfries and Galloway.

Shetland Islands South Ayrshire

Comhairle nan Eilean Siar

Clackmannanshire

No reply

Respondent Profile: Area Type

• Just over half of the sample live in an Urban Area. 42% lived in a Rural or Remote Area and 2% on an Island.

• This is broadly similar to the profiles in the previous Housing Survey and Energy Survey.

Respondent Profile: Employment Status

Part-time volunteer Retired

Unable to work due to disability/illness

Employed part-time

Employed full-time

Looking after home/family

Self-employed

Registered unemployed

Full-time volunteer

Full or part time education

Prefer not to say

No reply

• As would be expected, most respondents are retired (79%, compared with 76% in the 2022 Energy Survey and 67% in the 2023 Housing Survey).

• 15% are in full-time or part time employment or are self-employed.

• In a new addition, it is interesting to note that 10% of respondents have a volunteering role.

Respondent Profile: People in Household

• 45% of respondents live alone. This figure is higher for female respondents (50%, compared with 37% for male respondents). The proportion of single person households increases with age, from 26% of those aged 50-54 to 74% of those aged 84-90. 52% of respondents with a disability or health condition live alone.

• 47% live in a two-person household, 5% in a three-person household and 1% in a four-person household. 1% live in a household with more than four people.

• In the 2023 Housing Survey 47% lived alone and 43% with one other person. In the 2022 Energy Survey the figures were 48% and 42% respectively.

Respondent Profile: Sexuality

• 87% of respondents identify as Heterosexual or Straight.

• 2% identify as Homosexual/Gay, 1% as Lesbian and 1% as Bisexual. 1% prefer another term.

• 5% prefer not to share this information.

• This question was not asked in previous energy or housing surveys. It has been introduced to reflect strategic inclusivity aims and to conduct research around specific housing needs for LGBTQ+ older people.

Respondent Profile: Ethnicity

Other White British White Scottish

White other background

Other ethnic group

Asian, Scottish Asian or British Asian

Caribbean or Black

African, Scottish African or British African

Gypsy/Traveller Roma

Mixed or multiple ethnic group

Prefer not to say

No reply

• 70% of the sample identify as White Scottish, with a further 21%

Other White British and 2% White

Other Background – a total of 93% White.

• 1% of respondents are Asian, Scottish Asian or British Asians.

• This reflects previous surveys.

Respondent Profile: Disability or Long-Term Health Condition

• 54% of respondents said that they have a disability or long-term health condition and 25% that they lived with someone else with a disability or long- term health condition.

• These figures were very similar in the 2023 Housing Survey (53% and 22%) and are slightly higher than in the 2022 Energy Survey (50% and 19%).

• 62% of respondents living alone have a disability or long-term health condition.

• 21% of respondents with a disability or health condition also live with someone else with a disability or health condition.

Respondent Profile: Dementia

• 5% of respondents live in households affected by dementia; 2% have the condition themselves and 3% live with someone with the condition.

• The corresponding figures in previous surveys were 5% in the 2022 Energy Survey and 3% in the 2023 Housing Survey.

• Incidence of dementia in the household increases with age, from 5% of those aged 70-74 to 10% of those aged 80-84.

Respondent Profile: Experience in the Armed Forces

• 9% of respondents have personal experience of being in the armed forces, with a further 4% having someone else in the household with experience.

• 20% of male respondents have previous experience, compared with 4% of female respondents.

• This figure of 13% of households with armed forces experience compares with 13% in the 2022 Energy Survey and 10% in the 2022 Housing Survey.

Respondent Profile: Caring Roles

I care for someone in my household I care for more than one person in my household I care for someone I don't live with I care for more than one person I don't live with

I'm not sure No

Prefer not to say No reply

• In total, 26% of respondents are caring for another individual; 16% in their own home and 10% outside of their home.

• The proportion of respondents with a caring role was higher for those living in rural or remote areas (30%). It also increased with the number of people in the household, from 12% of single households to 44% of three-person households.

• Caring roles appear to decrease with age, from 45% of those aged 50-59 to 22% of those aged 80-84.

• 22% of respondents with a disability or health condition also have a caring role.

Respondent Profile: Household Income

Prefer

No reply

• Nearly a quarter of respondents preferred not to answer this question, the highest of any survey to date.

• 19% of respondents have a household income of £12,570 or less, 30% of single person households fall into this category. In the 2023 Housing Survey, 24% of respondents had this level of income (please note that in real terms the value of £12,570 will have dropped since 2023 due to inflation).

• 22% of respondents have household incomes of between £12,570 and £20,000. 15% have income of between £20,000 and £30,000 and 19% of more than £30,000. In 2023 15% of respondents had an income of more than £30,000.

• The proportion of respondents in the lowest income bracket fluctuates a little but tends to increase with age, from 3% of those aged 50-54 to 19% of those aged 85-90. The proportion in the highest income bracket ranges between 14% and 23% across the ages, with no clear pattern.

Respondent Profile: Benefits and Entitlements

• 72% of respondents receive the State Pension and 25% receive a Council Tax Reduction. 13% received Disability Living Allowance or Adult Disability Payment and 12% received AttendanceAllowance or Pension Age Disability Payment.

• No other benefit or entitlement is received by more than 8% of the sample.

Carer’s Allowance or Carer's

Discretionary

Jobseeker’s Allowance

• 14% of respondents do not receive any benefits or entitlements. This compares to 29% in the 2022 Energy Survey and 31% in the 2023 Housing Survey.

• There is a large shift in the responses to this question between age bands for respondents in their 60s, as state pension kicks in. The proportion of respondents who don’t receive any benefits or entitlements drops from 48% of those aged 60-64 to 7% of those aged 65-69.

Respondent Profile: Loneliness

Respondents

I always feel lonely I sometimes feel lonely I never feel lonely Don’t know Prefer not to say

• 5% of respondents say that they always feel lonely, and 41% that they sometimes feel lonely. This overall figure of 46% is lower than the 51% reported in the 2023 Housing Survey but above the 40% reported in the 2020 Housing Survey.

• As shown in the chart above, levels of loneliness are slightly higher in Urban Areas than in Rural or Remote Areas (50% compared with 44%).

• The proportion of people who always feel lonely is higher for people living alone (10%) and respondents with a disability or health condition (8%). This figure also decreases as household income increases. 11% of those with less than £11,400 a year are always lonely, compared with 4% of those with between £15,000 and £20,000 a year and 1% of those with more than £30,000 a year.

• 14% of those who say that their house is not very suitable and 15% of those who say that it is not at all suitable report that they always feel lonely. This compares with 2% for those whose house is very suitable.

2. Current Home

Type of Property

Flat, maisonette or apartment in a purpose built block of flats Bungalow House

Flat, maisonette or apartment in a tenement building

Flat, maisonette or apartment as part of a converted or shared… Supported or sheltered accommodation Park home or other mobile structure

Room/rooms in shared accommodation

Flat, maisonette or apartment in a commercial building

• Nearly half of respondents live in a house. This compares with 46% in 2023.

• 19% live in a bungalow (20% in 2023).

• 14% live in a flat, maisonette or apartment in a purpose built block of flats, and a further 9% in a tenement building. This figure of 23% living in a flat, maisonette or apartment compares with 28% in 2023.

• There are differences between property types according to location and tenure, as shown in the following slides.

Type of Property by Location (selected property types)

Urban area Rural or remote area

• The proportion of respondents living in flats, maisonettes or apartments is much higher in urban areas than in rural or remote areas.

• 38% of respondents living in an urban area live in a flat, maisonette or apartment, compared with just 7% of those in rural areas.

• Conversely, nearly three times as many respondents from rural areas live in a bungalow compared with urban areas.

• The proportion of respondents living in a house is broadly similar: 46% in urban areas and 51% in rural areas.

Type of Property by Tenure (selected property types)

Owned outright Being bought with mortgage/loan

Rented privately Rented from local council

Rented from Housing Association/Registered Social Landlord

• Respondents renting privately or from a housing association or registered social landlord are more likely to be living in a flat, maisonette or apartment.

• The proportion of respondents living in bungalows is higher for those who rent from the local council and those who own their home outright.

• Living in a house is most likely for those who own their home outright or are buying their home with a mortgage or loan.

Type of Property

• 68% of respondents own their home outright. This is higher than the 55% reported in 2023 and the 60% in 2020.

• 5% are buying their house with a mortgage or loan, compared with 9% in 2023.

• 8% are renting from a local council (11% in 2023) and 7% from a housing association or registered social landlord (12% in 2023).

• 6% are renting privately, compared with 8% in 2023.

• Respondents with disabilities are slightly more likely to be renting (13% from the local council and 10% from a housing association) and slightly less likely to own their home outright (63%).

• 40% of respondents with a household income below £11,400pa own their home outright, compared with 80% of those with an income of £20k to £30kpa. Respondents with an income of over £30kpa are more likely to be buying their home with a mortgage or loan (15%).

Total Housing Costs per Month

• Respondents were asked about their total housing costs per month (eg mortgage, rent, factor fees, maintenance, etc). Please note that this is a slightly different question to previous years, where respondents were asked about mortgage or rent only; it was felt that this better reflected the reality of housing costs for people.

• There was a relatively even distribution across the scale, with 15% reporting no housing costs and 3% more than £1000 per month. The mid-point average for the sample was £331 per month.

• Please see the following slides for a breakdown of this figure across different subgroups

Average Housing Costs per Month, by Respondent

Age (sample average: £331)

• The mid-point average monthly housing costs falls gradually as the age of the respondent increases, with a rise for those aged 90 or over (please note small sample sizes at either end of the ranges).

Average Housing Costs per Month, by Household Income (sample average: £331)

• Given the variation between income levels, there is remarkably little fluctuation in monthly household costs.

• With a midpoint average of £323, respondents with an income of less than £11,400pa are spending at least 34% of their household income on their homes. The figure for those with a household income of more than £30,000 pa is 16% at most.

Average Housing Costs per Month, by Tenure (sample average: £331)

• The average monthly cost for respondents buying their home with a mortgage or loan is £680. This compares with £671 for those renting privately.

• Household costs for respondents in private rentals are 83% higher than those renting from the local council and 45% higher than those renting from housing associations or social landlords.

Capacity to Absorb Increases

• 44% of respondents said that if their housing costs had increased in the past twelve months they were able to afford the new levels in the long-term. 13% said that they could not afford increased costs and 33% don’t know.

• The proportion of respondents who say that they cannot afford increased housing costs in the long term is higher for respondents living alone (16%), respondents aged 60-64 (20%), respondents with a disability or health condition (17%) and respondents caring for someone in their household (15%).

• As would be expected, capacity increases with income. 6% of those with a household income exceeding £30kpa say they cannot afford long term increases, compared with 35% of those earning less than £11,400.

Can afford the increase in the long term

Cannot afford in the long term

Don't know

Prefer not to say

No reply/not applicable

• 24% of respondents renting privately or from housing association/social landlords, and 20% of those renting from their local council, say that they cannot afford increases in the long term.

Suitability of Current Home

• Overall, 46% of respondents say that their current home is very suitable and 39% that it is fairly suitable. This compares with 45% and 40% respectively in 2023.

• 11% say that their home is not very suitable and 3% that it is not at all suitable (10% and 4% in 2023).

• As shown in the chart, 9% of respondents who rent privately, 6% of those who rent from a local council and 5% of those who rent from a HA or Social Landlord say that their home is currently not at all suitable. These figures are higher than those who own outright (2%) or are buying their home with a mortgage or loan (0%).

• Respondents were also more likely to say that their home is not at all suitable if they are living with a disability or health condition (5%), if they have a household income of less than £11,400pa (11%) or if they live in a flat, maisonette or apartment in a tenement building (9%)

Reasons for being unsuitable

• The 178 respondents who said that their home was ‘not very suitable’ or ‘not at all suitable’ were asked to explain their answer.

Too much maintenance required It's not accessible It's expensive to heat

My home is too large

It's too far away from friends/family

It's too far away from local services and facilities

It's too far away from public transport

It's too far away from the care I need

My home is too small

Base: All respondents who say their home is ‘not very suitable’ or ‘not at all suitable’ (179)

• The top responses were ‘it’s expensive to heat’ (55%), ‘it’s not accessible’ (49%) and ‘too much maintenance is required (32%). These were also the top three responses in 2023, with respective percentages of 57%, 42% and 32%.

• 20% (34 respondents) made an ‘other’ response. 9 said that they felt unsafe in their home, particularly as they age; 7 that it required adaptation for a specific access need; 6 said that the property was in poor condition; 5 said that their outdoor space was not suitable; 3 said that their neighbourhood was unsuitable for them; 2 said that they were lonely and missed a community; 1 that the layout of the house was wrong and 1 that they felt the home was not ‘future proof’ as they aged.

Urban and Rural Unsuitability

It's not accessible It's expensive to heat

Too much maintenance required

My home is too large

It's too far away from friends/family

It's too far away from local services and facilities

It's too far away from public transport

It's too far away from the care I need

My home is too small

It's at risk of extreme weather and climate change

Other

Base: All respondents who say their home is ‘not very suitable’ or ‘not at all suitable’ (104 urban, 64 rural))

• Respondents living in rural and urban areas were relatively similar in terms of the main reasons for homes being unsuitable.

• However, respondents living in rural areas were more likely to say that their home was too far away from local services, too far away from friends and family, too far away from public transport and too far away from the care that they need.

• Rural or remote living provides additional housing challenges in terms of accessing services and social interaction.

Anticipated Suitability

Base: All respondents who say their home is fairly suitable’ or ‘very suitable’ (1,096)

• Respondents who currently find their home ‘fairly suitable’ or ‘very suitable’ were asked how long they anticipated this to remain the case.

• A quarter anticipate their home will be suitable for more than ten years (38% in 2023), with a similar proportion anticipating that it will be suitable for between 5 and 10 years.

• 5% anticipate that their home will become unsuitable within two years. This figure was higher for respondents living alone (7%), respondents aged over 85 (18%), respondents with a disability or health condition (8%) and respondents caring for someone else in their home (7%).

• 15% of respondents with an annual income of less than £11,400, 9% of those living in tenement flats and 10% of those living in flats as part of a shared block do not believe that their home will be suitable for them for more than two years.

• 19% of respondents who rent privately do not think that their home will meet their needs in 2 years time.

• Please note that 23% of respondents felt that they didn’t know.

Move or Adapt?

• Respondents were asked whether they would prefer to move house or adapt their home in the event that it became unsuitable for their needs. The figures show a shift in position since 2023.

• 45% said that they would prefer to adapt their existing home. This figure was higher for respondents living in a house (49%) or bungalow (49%), or in a Park Home (68%). It was also higher for respondents who own their property outright (50%). In 2023 the corresponding figure was just 17%.

• 37% of respondents would prefer to move house. This figure was higher for respondents living in a tenement flat (48%) or in a purpose built block of flats (47%). In 2023 69% said that they would prefer to move.

• 67% of those renting privately and 55% of those renting from a housing association would prefer to move. This compares with 39% for those renting from a local council.

• 16% of the sample is undecided (14% in 2023).

3. Moving Home

Future Plans

I intend to move home in the next 5 years I do not intend to move home

I intend to move home, but in more than 5 years' time

I am currently considering or in the process of moving home

I intend to make alterations to my home in the next 5 years

I intend to make alterations to my home, but in more than 5 years' time

I am currently considering or in the process of making alterations to my home

• Just over half of the sample say that they do not intend to move home in the future. This figure increases with the age of the respondents, ranging from 35% of those aged 50-54 to 70% for those aged 85+. In 2023 42% said that they did not intend to move home (55% in 2020).

• 5% say that they intend to move in the next five years and 9% at some point further in the future. 9% are actively moving. The figures in 2023 were 9%, 10% and 2%.

• 4% are currently adapting their home, 6% plan to do so in the next five years and a further 4% in a longer timeframe. The figures in 2023 were 1%, 2% and 2% respectively.

• Compared to 2023, there appears to be more appetite to adapt the home than to move house.

Reasons for not moving home

My home meets all my needs

I am reluctant to leave my home

It is too much effort/upheaval to move

The cost of moving

Can’t afford to buy or rent a suitable home

My partner or another person I live with is reluctant to leave

There are no suitable properties in my local area

I am currently renovating my home I intend to/am in the process of adapting my home I have family that may need to stay in the home

I don't know how to start the process of moving home

Base: All respondents who say that they do not intend to move home (686)

• Nearly half of those who do not intend to move home say that it meets all of their needs. In 2023 this figure was 51%.

• The biggest barriers to moving home are a reluctance to leave it (38%), the effort and upheaval of moving (33%), and the cost of moving (22%).

• The proportion of respondents reluctant to leave their homes is higher for respondents aged over 80 (44%), respondents with a disability or health condition (43%), respondents renting from the local council (42%), and respondents who have been living in their house for more than 20 years (47%).

• Concerns about the cost of moving decrease as household income increases. 34% of those with a household income of less than £11,40pa are concerned about this factor, compared with 14% of those with a household income of £30k or more.

Reasons for moving home: Urban and Rural

• The chart shows the reasons for moving for respondents living in rural and urban locations.

To move to a quieter area

To move to a more rural area

To move to a more urban area

To move to a busier area

To provide care for someone…

• Whilst both are driven by affordability and accessibility considerations, rural respondents are also driven by the requirement to be nearer to services, transport and social activity.

• This reflects the reasons for current homes being unsuitable for both cohorts and underlines the challenges with living in rural and remote areas.

• The main ‘other’ reasons for moving were that the current home is too difficult to maintain (21 respondents); that they would find a different home more manageable (5) and a desire to move closer to potential carers (4).

Preferred Future Housing Tenure

Owned outright - no mortgage needed

Sheltered housing or other supported accommodation

Rented from local council

Socially rented from housing association/social landlord

Bought with mortgage/loan

Rented privately

Mid-market rent from housing association/social landlord

Shared ownership/shared equity loan

Stay with family/friends

Prefer not to say

Base: All respondents who say that they plan to move home in the future (382)

• 54% of those who intend to move house in the future say that they would own the new property outright. 7% would buy it with a mortgage or loan.

• 15% say that they would move into sheltered housing, 15% that they would rent from the local council and 14% that they would rent from a housing association or social landlord. 5% would rent privately.

• Most of respondents expressed a preference for staying within their current financial arrangement. The exception were those renting privately, with only a 33% of these expressing a preference for this arrangement in a future property. The remainder would like to rent from a local authority or social landlord, or to move into sheltered accommodation.

Preferred Future Property Type

Detached

Semi-detached

Terraced

Don't know

Base: All respondents who say that they plan to move home in the future (382)

• When contemplating a future property move, the most popular housing type is a bungalow. This reflects previous years and is particularly the case for respondents living in rural areas.

• Respondents living in urban areas are more likely to want to move to a flat (particularly a ground floor flat) or a retirement community.

• Despite houses accounting for more than 50% of current housing (see Slide 26), only 30% of urban respondents would like to move to a house. The figure for rural respondents is 41%. 58% of current house residents would like to move to a bungalow.

• (please note that respondents could select more than one answer to this question).

New-build or existing stock?

Base: All respondents who say that they plan to move home in the future (382)

• 29% of respondents who are planning to move say that they would like to move into new build housing. This compares with 27% in 2023.

• 34% would move into existing housing stock. This compares with 40% in 2023.

• 34% don’t know (23% in 2023).

• This relatively even split was consistent across major subgroups within the sample.

Reasons for choosing new build housing

• The main reason for wanting to move into new build housing was anticipated energy efficiency. Three quarters of respondents who want to move to a new build property cited this as a motivation.

Base: All respondents who say that they plan to move home in the future and would prefer to move to new build housing (110)

• 45% felt that the home would be good quality, 34% that it would be financially affordable and 33% that it would be well located.

• These were the same findings as were reported in 2023.

Reasons for choosing existing housing stock

• The three main reasons for choosing existing housing stock over new build properties were the quality of the build, the location, and financial affordability.

Base: All respondents who say that they plan to move home in the future and would prefer to move to existing stock (130)

• Energy efficiency, the main reason for choosing a new build property, ranked the lowest amongst this cohort.

• There is clearly a perception and expectation that new build properties will be more energy efficient.

Features in a new home (1)

• Respondents were asked to identify the features and adaptations that they would look for in a home if their current one became unsuitable. Please see the following slide for an overview of the responses.

• Reflecting preferences for bungalows and flats (see Slide 43), a home without stairs was the top choice, sought by 64% of respondents.

• This was followed by a preference for proximity to services and transport connections. Car parking and energy efficient heating systems were also important to respondents.

Features in a new home (2)

on

level/ ground floor home

Close to local shops and services A

Good public transport options nearby

Close to health services

Private car parking space or personal driveway

More efficient energy heating system

Step-free access to main doors, living spaces and garden spaces

A smaller home

Close to family/friends

Car parking spaces near my home Management and maintenance being taken care of for the…

Close to current local community

Secure entry system

Ability for home to be easily adapted over time

Community of mixed ages

Low or zero carbon heating system

Communal space

Accessible, barrier free living

Retirement community

Wider doors and entrances

5. Adaptations

Adaptations to the Current Home

Yes, before I moved in Yes, since I moved in No, and my home is suitable for my needs No, but I think it needs adaptations No, my home could not be adapted and I am still in unsuitable accommodation

Don't know

• 37% of respondents live in homes that have had adaptations. 8% live in homes where adaptations were already installed when they moved in, and 29% where they have installed them since they moved in. This compares to 2023 figures of 7% and 30% respectively.

• 17% of respondents say that their home needs adaptations. In 4% of cases the adaptations are not possible and accommodation is unsuitable. No respondents said that they required adaptations and were in the process of being moved.

• The proportion of respondents requiring adaptations is higher for respondents who rent privately (35%) or from the local council (24%), or who live in a flat (23%).

• 14% of respondents who rent privately say that the adaptations could not be made and that they are still in unsuitable accommodation.

Adaptations Installed (1)

• Those who live in homes with adaptations were asked what had been installed or changed. Please see the following slide for an overview of the responses.

• The top three adaptations were the same as in previous years: grab rails (58%), walk-in showers (56%) and outdoor lights (36%).

• Respondents with a disability or long-term health condition, or who lived in a house with someone else in this situation, were slightly more likely to report that adaptations have been installed.

Adaptations Installed (2)

Individual alarm system for falls, emergencies, etc Special furniture (for example, a remote recliner or recliner bed)

Base: All respondents who have had adaptations made to their homes (472)

Financing Adaptations

Base: All respondents who have had adaptations made to their homes (472)

* Relevant tenants only

• 61% of respondents paid for adaptations from earnings, pensions and savings. This was an increase on the 53% reported in 2023.

• This figure was much lower for those who are renting, at 15%. They were more likely to have had the adaptations funded by their landlords.

• 9% of respondents (13% of those with a disability) had funded adaptations through disability or other social security benefits.

• 3% had used a credit card, with this figure rising to 11% for those earning less than £12,570 pa.

Requirement for Adaptations

• One third of respondents say that their home currently requires adaptations. This is an increase from the 24% reported in 2022.

• 43% of those renting privately say that their home requires adaptations, compared with 39% of those who are renting from the local council, 38% renting from a housing association and 34% of those who own outright.

• 41% of those with a disability or health condition, or who are living with someone else who does, say that their home requires adaptations.

Adaptations Required

Base: All respondents who require adaptations to their homes (260)

• The most required adaptations are a walk-in shower, a specially designed bathroom, and grab rails or handrails.

• 40 respondents provided an ‘other’ response. 11 required adaptations related to energy or heating efficiency, 10 requested a specific accessibility or mobility aid, 6 needed external property repairs, 5 needed general modification of layouts, 3 needed help to overcome regulatory constraints on their home.

Financing Adaptations

Base: All respondents who say that their home requires adaptations (260)

• 19% of those who say their home requires adaptations have applied for assistance to finance them. 39% plan to do so in the future, meaning that 58% of respondents have applied or plan to do so. This is higher with 2023 figures of 13% who have applied and 20% who have plans to do so (33% in total).

• Male respondents were more likely to have applied or be planning to apply than female respondents (68% compared with 53%).

• 72% of respondents renting from the local council have applied or plan to apply, compared with 65% of those who rent privately and 63% of those who rent from a housing association. 54% of those who own their home outright have applied or plan to apply.

Barriers to Applying for Support

I don't know what support is available financially

I'm worried about costs

I don't know what support is available for other aspects I'm not eligible for support

The process is too complicated

I'm worried about asking for support

I don't think I want or need support I will pay for adaptations myself

There are no local support schemes available in my area

Other

Base: All respondents who say that they don’t want or don’t need to apply for assistance with financing adaptations(100)

• 41% of respondents who require adaptations in their home but do not plan to ask for assistance say that this is because they don’t know what support is available for them. 33% are worried about costs and 27% say that they are not eligible for support or that they don’t know what support is available for other aspects (e.g. design, sourcing information).

• These were the same barriers that were reported in the 2023 Housing Survey.

• 20 ‘other’ responses were received. 8 were in the process of moving so not sure of future requirements, 4 were tenants and unsure whether they could apply.

Time Spent Waiting for Adaptations

Base: All respondents who say that their home requires adaptations (260)

• 32% of respondents who say that their home requires adaptations have been waiting for them for more than a year. This compares with 42% in 2023.

• 13% have been waiting for more than five years.

• 12% of respondents who own their home outright have been waiting for more than five years, compared with 15% of those who rent privately and 18% of those who rent from the local council or housing association.

• 16% of respondents who live alone, 13% of respondents with a disability or health condition and 23% of respondents who say that their home is not at all suitable for their needs have been waiting for more than five years.

6. Fire Alarms

Fire Alarms

Respondents were told: In Scotland, from 1st February, 2022, homeowners and landlords are required to ensure that their home meets the new fire alarms standard. This means that every home needs:

• One smoke alarm in the room where you spend most of the day (for example, the living room)

• One smoke alarm in every circulation space (such as hallways and landings) on each storey

• One heat alarm in the kitchen.

• A carbon monoxide detector if you have any gas appliances (boiler, flue, fire, heater, etc)

All heat and smoke alarms must be mounted on the ceiling and interlinked, meaning that when one alarm is triggered every other alarm will also make a sound.

Fire Alarm Installation

All alarms installed Some, but not all

No alarms installed Don't know

Base: All respondents who own their home outright, are buying it with a loan/mortgage or have shared ownership/a shared equity loan (973)

• 77% of respondents who are homeowners have installed all of the required smoke alarms, and 12% have installed some of them. This compares with 68% compliance reported in the 2022 Age Scotland Energy Survey.

• 9% of respondents do not have any alarms installed. This compares with 25% in 2022.

Barriers to Installation

I don't know what support is available Too expensive to install/get someone to install them

I didn't know I had to install them Too expensive to buy

It's too much hassle to get the work done

I'm not eligible for support

I don't understand the need for them

I can't find anyone to do the work

There are no local support schemes in my area

Base: All respondents who own their home outright, are buying it with a loan/mortgage or have shared ownership/a shared equity loan and have not fitted all the required alarms (201)

• The main barriers to installing the required fire alarms are the cost of installation, a lack of information about what support is available, and the cost of buying the alarms.

• In 2022 the main barriers were being worried about the cost (54%) not being aware of what support is available (27%).

• 40 respondents provided an ‘other’ response. 10 said that they thought their current system was adequate and 6 had not got around to it yet. 5 were planning to install imminently, and 5 had experienced delays due to a lack of available tradespeople. 4 felt that their property was low risk and didn’t need an interlinked system, 4 are physically unable to install the system, 4 live in an exempt property, 4 disagree with the legislation. 3 are worried about false alarms and 1 is facing barriers due to being in a shared living space.

Private Rentals

Base: Respondents

• 25% of respondents who rent privately rent through a letting agent. 52% rent through a private landlord and 10% from family or friends.

• Respondents living in urban areas are more likely to be renting from a letting agent (35%), with 43% renting from a private landlord.

• 64% of respondents living in remote or rural areas rent from a private landlord, with just 11% renting through a letting agent.

Type of Tenancy

Base: Respondents

• Respondents were provided with a clear definition of each type of tenancy agreement when answering this question.

• 42% of respondents have a Private Residential Tenancy, 16% an Assured Tenancy and 21% a Short Assured Tenancy. This compares with 2023 figures of 30%, 19% and 20%.

• Notably, the proportion of respondents who did not know which type of tenancy they had is just 6%, compared with 24% in 2023.

Awareness of Rental Rights

You cannot be evicted without notice

Your landlord must give notice of a rent increase

Your home must be maintained/repaired by your landlord.

Your landlord must give notice before accessing the property

Your landlord and/or letting agent must be registered

You can dispute a rent increase through a rent adjudication service

I was not aware of any of these

Base: Respondents who rent privately (81)

• 89% of respondents were aware of at least one of the listed rental rights (these were stated in more detail in the survey).

• There was highest awareness of the fact that tenants cannot be evicted without notice, that the landlord must give notice of a rent increase and that the home must be repaired or maintained by the landlord.

• There was lower awareness of the fact that the landlord or letting agent must be registered, and that rent increases and be disputed.

• 5% of respondents were not aware of any of these rights; they were more likely to be renting from a family or friend (13%). No respondent renting through a letting agent was unaware of these rights.

Awareness of Rental Rights by Landlord

You cannot be evicted without notice

Your landlord must give notice of a rent increase

Your home must be maintained/repaired by your landlord.

Your landlord must give notice before accessing the property

Your landlord and/or letting agent must be registered

You can dispute a rent increase through a rent adjudication service

A Private Landlord A Letting Agent Family/friends

Base: Respondents who rent privately (81)

• The chart shows awareness of tenant rights by the type of landlord.

• Respondents who rent through a letting agent show highest awareness of rights overall.

• Respondents renting through private landlords and from family or friends show more variable awareness.

Paying the Rent

I always pay on time and it is affordable

I always pay on time but it is financially challenging

I sometimes struggle to pay or to pay on time

It is unaffordable and I have missed payments

I am currently in rent arrears or behind on my rent payments

I have been in rent arrears or on a repayment plan in the last twelve months

Prefer not to say

Base: Respondents who rent privately (81)

• 56% of respondents who privately rent say that they always pay their rent on time and that they find it affordable. A further 31% always pay on time but find it financially challenging. This compares with 59% who paid on time in 2023.

Rent Increases Since 1 April 2024

Base: Respondents who rent privately (81)

• 36% of respondents who rent privately say that the rent has increased in the past year. This compares with 30% in 2023.

• 5% had been told that the rent will be increasing in the next year. This compares with 7% in 2023.

Rent Increase Consultation

The 29 respondents who had experienced a rent increase in the past year were asked whether they were consulted about it.

• 12 were consulted and had agreed

• 7 had consulted but did not agree

• 9 had not been consulted

The seven respondents who had not agreed with the proposed raise were asked what happened and whether they raised a dispute. Three reached an agreement with the landlord or letting agent and four did not take any further action.

The three respondents who reached an agreement all reported a different outcome: in one case the rent did not rise; in another it did rise but by less than the amount originally proposed; and in the final case the rent rose by the amount proposed by the landlord.

Making Adaptations: Private Rentals

Not applicable - I have not wanted to make any adaptations or changes

I have made changes but didn't ask my landlord or letting agent about them

Base: Respondents who rent privately (81)

I have made changes and my landlord or letting agent consented to them

I have made changes but my landlord or letting agent did not consent to them

I have not made changes as my landlord or letting agent did not consent

• 21% of respondents who rent privately said that they have made changes that were agreed by the landlord or letting agent. A further 5% had made changes but did not ask the landlord or letting agent about them.

• 6% of respondents have not made changes as the landlord or letting agent did not consent.

Paying the Rent

I always pay on time and it is affordable I always pay on time but it is financially challenging I sometimes struggle to pay or to pay on time It is unaffordable and I have missed payments I am currently in rent arrears or behind on my rent payments I have been in rent arrears or on a repayment plan in the last twelve months

Base: Respondents who rent from a housing association, social landlord or the local council (214)

Prefer not to say

• 46% of respondents who privately rent say that they always pay their rent on time and that they find it affordable. A further 27% always pay on time but find it financially challenging.

• 4% say that they struggle to pay or to pay on time.

• 1% are currently in arrears and 4% have been in arrears or on a payment plan in the past twelve months.

Rent Increases Since 1 April 2024

Rent has increased Rent has not increased No, but I have been told it will be increasing this year

Don’t know

Rented from local council Rented from Housing Association/Registered Social Landlord

Base: Respondents who rent from a housing association, social landlord or the local council (214)

Prefer not to say

• 82% of respondents who rent from the local Council and 79% of those who rent from a housing association or registered social landlord have experienced a rent increase in the past 12 months.

• A further 13% in each cohort have been told that the rent will be increasing this year.

Rent Increase Consultation

Yes, I was consulted but did not agree Yes, I was consulted and agreed No, I was not consulted Don’t know Prefer not to say

Base: Respondents who rent from a housing association, social landlord or the local council and who have experienced a rent increase in the past year (170)

• 36% of respondents who experienced a rent increase from their social landlord or local council in the past year were consulted about it but did not agree. A further 28% were consulted and agreed.

• 29% of respondents were not consulted about the rent rise. This figure was 37% for respondents renting from the local council and 22% for those renting from a housing association or social landlord.

Rent Increase Disputes

The 61 respondents who disagreed with the proposed increase were asked whether they had disputed it.

• 30 respondents did not dispute the increase.

• 25 disputed it but the rent was still increased.

• 1 disputed it and the rent was not increased, or was increased at a lower level.

• 1 disputed it and the rent was still increased, but other costs were reduced or other services were provided.

9. Homelessness

Homelessness: Incidence and causes

29 respondents (2% of the sample) have been affected by homelessness in the past five years.

5 are currently threatened with homelessness and 24 have been homeless or threatened with homelessness in the past five years.

The main reasons for being homeless or being threatened with homelessness were: being asked to leave the accommodation because the landlord wanted to sell or move back in; action taken by the landlord; the home being unsuitable for the respondents’ needs; mental health issues; anti-social behaviour towards the respondent; and harassment from others in the building or community.

Homelessness: Support and Duration

Respondents who had been homeless or threatened with homelessness were asked where they first contacted for help. 11 went to their local Council, 7 to the Citizens Advice Bureau, 4 to a housing rights charity, 2 to friends, 2 to a housing provider, 1 to church and 1 to another charity (not Age Scotland).

Respondents were asked how long they waited before they were provided with suitable accommodation:

• 1 waited a week

• 1 waited a month

• 3 waited 2 to 4 months

• 4 waited 5 to 6 months

• 2 waited 6 months to a year

• 4 waited one year or longer

• 14 are still waiting for suitable accommodation

10. Using and Paying for Energy

Primary Source of Heating

• Gas is the primary source of heating for 64% of respondents, followed by electricity at 18% and oil at 8%.

• The corresponding figures in 2022 were 71%, 25% and 7%.

• LPG accounts for 3% of respondents (1% in 2022) and solid fuel 2% (3% in 2022).

• Air source heat pumps, ground source heat pumps and biomass heating are the main source of heating for 5% of respondents. These sources were not included in the 2022 survey.

Primary Source of Heating by Area

• There are significant differences in the type of energy used for heating according to the type of area in which the respondent lives.

• Gas is the primary heating source for urban areas, far less dominant in rural areas and not present in island communities.

• Electricity, oil, LPG and solid fuel are all much more prevalent in rural and island communities.

Paying for Heating Energy (1)

As shown on the following slide, the method of payment for energy required to heat homes varies considerably according to the supplier.

• Gas and electricity are primarily paid by direct debit.

• LPG is primarily paid for by direct debit or online transfer

• Solid fuel has a high proportion of cash or cheque payments, as well as online payments and credit card payments.

• Oil and biomass are paid for via a range of methods: direct debit, online transfer, credit card payment, standing order, and cash or cheque. Biomass fuel is also sometimes included in the respondents’ rent.

Paying for Heating Energy (2)

Choice of Payment Method

Respondents were asked to explain the reasons for using their chosen payment method to buy energy. 1,118 respondents replied to this question.

• 607 said that their chosen payment method was the easiest/most convenient

• 524 said that it helped with budgeting as the cost was more predictable

• 243 said that the method offered a discount or was the cheapest option

• 116 respondents, mostly those who were not paying by direct debit, liked the flexibility of their payment system

• 91 said that it was a habit and they had never considered changing it

• 55 respondents said that their supplier had never given them a choice

• 48 said that their payment method offers peace of mind and avoids stress

• 27 said that the timing of the payment was well aligned with their income (eg timing of pension payments or benefits)

• 20 had moved away from a direct debit towards paying by cash or card due to previous administrative errors

• Age Scotland was particularly interested in people paying by cash or cheque. The main reasons for this payment method were driven by convenience and the control it offers for those with a lack of confidence in banks or energy suppliers.

Annual Fuel Expenditure

Respondents were asked to state their expenditure on the fuel that they use to heat their home.

The median annual figures are shown in the following slides, with comparisons with previous survey results where possible.

Gas, electricity and LPG respondents are spending more on their energy since the previous Housing Survey in 2023.

Solid fuel, oil and biomass expenditure is slightly lower than in 2023.

Where it is possible to compare expenditure with 2020 levels, the increase is significant.

Annual Fuel Expenditure (Median)

Annual

Fuel Expenditure (Median, £)

Experience of Paying Energy Bills

It is always a struggle to pay It is sometimes a struggle to pay It is not currently a problem, but I am concerned about the affordability of rising prices

I have no problem paying and don't foresee any problem

• Only 19% of respondents across the sample say that they have no problem paying their bills and don’t foresee any problem in the future. This is, however, an increase on the 5% reported in 2022, when there was perhaps even more volatility in the market.

• 60% of respondents say that it is not currently a problem to pay their bills, but they are concerned about rising prices in the future. This is in line with the 61% reported in 2022.

• 14% say that it is sometimes a struggle to pay and 5% that it is always a struggle to pay. The figures in 2022 were 17% and 15% respectively.

‘It is always a struggle to pay’

• The chart shows the relationship between suitability of housing and the proportion of respondents who say that ‘it is always a struggle to pay’ energy bills.

• 4% of those who say that their house is very suitable for their needs always struggle to pay, compared with 13% of those who say their home is not at all suitable. The home being too expensive to heat is the top reason for a home being deemed suitable, and the implications of this are shown in the chart.

• As might be expected, the ability to pay goes up with household income. 24% of those with a household income of less than £11,400 pa and 12% of those with an income of between £11,400 and £12,570pa always find it a struggle to pay their bills.

• 8% of respondents with disabilities, and 7% of those living with somebody that they care for say that it is always a struggle to pay.

Context: Rising Prices

• 85% of respondents say that their energy costs have increased in the past twelve months, making this the area of household spending that has increased for most people. This was true regardless of which energy source was used to heat the home. In 2023, 87% reported an increase in energy costs in the past year.

• More than half of the sample had seen increases in the price of household basics and home insurance.

• 69% of renters have seen their rent increase (see Slides 69 and 74) and 47% of mortgage holders have seen their mortgage increase.

• 41% have seen an increase in the cost of home repairs, 29% in the cost of garden maintenance and 28% in service charges.

• 166 respondents identified an ‘other’ housing cost that has recently increased. The top answers were Council Tax (83 respondents), food (60), transport (28), care (12).

Heating home to a comfortable level

• 23% of respondents are very satisfied that they can heat their home to a comfortable level, and 36% are fairly satisfied. This is an overall satisfaction rate of 59%. In the 2022 survey these figures were 16% very satisfied and 30% fairly satisfied, an overall rate of 46%.

• 13% are fairly dissatisfied and 10% very dissatisfied. This overall dissatisfaction rate of 23% compares with 34% in 2022. The situation does appear to have improved somewhat, albeit with nearly a quarter of respondents still feeling that they cannot heat their homes comfortably.

• The proportion of respondents who were fairly or very dissatisfied is higher for respondents living alone (28%), respondents aged 70-74 (32%), respondents with a disability (31%), and respondents caring for someone else in the household (27%)

• 44% of those with a household income of less than £11,400pa and 35% of those on an income of £11,400-£12,570 are dissatisfied with their ability to heat their home.

• 34% of those who rent from the local council and 31% of social renters are dissatisfied with their ability to heat their home.

Heating Home to a Comfortable Level: Open Responses (1)

Respondents were asked whether they would like to provide further comments about their ability to heat their homes to a comfortable level. 522 made a reply.

• 210 said that the rising price of energy is putting them under financial strain.

• 144 said that they had made changes to their heating systems and/or the way they behaved in order to try to maintain comfortable heating levels.

• 124 said that the situation was exacerbated by the quality of their housing and insulation.

• 88 said that their energy system was inadequate and/or that they faced barriers to installing a new one.

• 53 said that they or someone in the home has a health condition that is impacted by the rising cost of heating.

• 49 felt that the situation was uncertain and that they didn’t trust the government or the energy companies to help them.

• 37 said that they had reduced the amount of time the heating is on in order to afford their bills.

• 37 said that they were able to absorb rising fuel prices due to their current housing situation

• 29 mentioned emotional and psychological impacts of worrying about paying bills and/or being cold

• 27 lived remotely or off-grid and felt limited in their ability to respond to rising prices.

Heating Home to a Comfortable Level: Open Responses (2)

I worry all the time about myself & others being unable to afford heating because I never thought I would have to worry about energy costs at this time in my life as I believed I had saved enough for my retirement and possible care costs.

I'm able at the moment but at the rate that costs keep rising God only knows.

I don’t turn heating on all the time. I’m sacred to run up a huge bill.

I'd like to be able to leave it on longer, because of health conditions, but worry about the future cost of gas.

Been advised 21 degrees is best in the house for someone over 65. For the past 2 years I've had to put it to 17.5. Recently put it down to 17. Because costs are unmanageable. Comfortable heating is unaffordable!

I need to go to bed 5pm ish for at least 4 months a year as house is freezing. I can’t afford to put wet electric heating on, so use oil heaters and wear up to 5 layers of clothes.

I have large stocks of wood that will potentially last me for many years to come. The main uncertainty is if my health should deteriorate to such an extent that I can't cope with keeping the stove operating - cutting, carrying, etc. Then I would have to look to alternatives probably based on greater use of electricity.

I can only afford to heat one room.

Heating Home to a Comfortable Level: Open Responses (3)

Keep the house at constant 16C and if it gets cold just wrap up in warmer clothes, hat and hot water bottle or go to bed early.

In the winter we use the woodstove (firewood costs for this winter approx £500) and only have the central heating on for 3 or 4 h per day..

Although the charges have gone up, they haven’t gone up by that much, I have changed when I have the heating on, I don’t have it on all day, if I’m reading or watching tv I can have a blanket round me and a hot water bottle which costs nothing.

We had a new gas boiler fitted and some radiators replaced - more efficient and much warmer at no increased cost vs last year, even though cost of electricity has risen dramatically.

Hard to heat house .Too many draughts in. Needs better windows stop it.

My house is 100 years old. I would like to increase the wall and floor insulation by the cost is far too high so can not do it.

House is poorly insulated and doesn't retain heat, housing association not offering cavity wall insulation and we cannot get a grant from any of the numerous schemes available because we're not private tenants or homeowners. HA have put in some additional loft insulation which has improved it a bit but needs better insulation overall.

The EPC recommends roof, wall and floor insulation. Home Energy Scotland said I’d be eligible for a grant but installers have to have specific certification which no installer in Scotland has.

Heating Home to a Comfortable Level: Open Responses (3)

My physical condition response is bad in the cold, but I have to be careful not to spend too much on heating. I don't get any help with heating costs and am still too young for a state pension. Had to take ill health retirement, so no one seems to care about my situation.

I have medical conditions which require a warm environment, my home had poor heat retention, I cannot keep the heating on as long as I need.

Find I try to cut down on eating and cooking costs where possible.

The continuous increase in household and general living expenditure is more than concerning. Successive governments including local are badly mismanaged with limited concern for the people they serve. Making life better and more affordable remains secondary to keeping themselves in a job.

Energy companies allowed to change far, far too much to boost their profitability, so government can get the tax on their profit. complete scam

Concern about the rising price of household energy

• Nearly two thirds of respondents are always concerned about the rising price of household energy. A further 31% are sometimes concerned This underlines the importance of this issue to older people: 95% are concerned about it.

• This is a well-established concern; in 2022 the figures were 76% always concerned and 20% sometimes concerned.

• The level of concern does decrease with household income but it still remains high; 85% of respondents with a household income of less than £11,400pa are always concerned about the rising cost of energy, compared with 75% of those with an income of between £15,000 and £20,000pa and 48% of those with a household income of more than £30,000.

• 72% of respondents with disabilities and 74% of respondents who care for another person in the household are always concerned.

Fuel Poverty

Respondents were told:

We are interested in finding out how much of your income is used to heat and power your home.

Please think about your income once your housing costs are paid (mortgage, rent, insurance, maintenance, factor fees, Council Tax, water). How much of what is left do you estimate you spend on your household energy?

The responses were used to calculate the level of fuel poverty within the sample. Respondents spending 10% or more are regarded as being in fuel poverty and those who spend 20% or more are regarded as being in extreme fuel poverty.

Please note that this question was asked in a different way in 2022 so direct comparisons should be treated with caution.

Fuel Poverty

• Based on their own calculations, 51% of respondents estimated that they spend 10% or more of net household income on household energy, and that therefore they would be defined as being in Fuel Poverty.

• In 2022 (using a different question) 42% of respondents identified themselves as being in fuel poverty.

• 21% spend more than 20% and therefore would be regarded as being in Extreme Fuel Poverty.

• The levels of fuel poverty will be impacted by an increases in energy costs themselves, alongside increases in other housing costs (see Slide 92), particularly if these increases have not been matched by increases in household income (see Slide 19).

Extreme Fuel Poverty by Household Income

• The chart shows the proportion of respondents in each household income bracket who spend more than 20% of net housing costs on household energy, and who therefore would be defined as being in Extreme Fuel Poverty. Across the sample, 21% of respondents fall into this category.

• Extreme Fuel Poverty stands at 40% for those in the lowest income bracket, and hovers around 30% for respondents with household incomes of up to £20kpa. It falls to 19% for those earning between £20k and £30k and is still at 11% for those earning more than £30kpa.

• 26% of respondents with disabilities, 24% of those caring for someone else in the household and 38% of those who say that their home is not at all suitable for their needs define themselves as being in Extreme Fuel Poverty.

Winter Fuel Payment

• Respondents were told that there had been recent changes in who could receive the Winter Fuel Payment (£200 or £300), and asked whether they had received it.

• 10% of the sample had received the payment; 87% had not done so.

Loss of Winter Fuel Payment: Impact

It didn't impact me

I have cut down on heating

I have cut down on energy use

I have cut down on cooking food I have to spend less on food Christmas was harder to afford I have cut back on social activities

I struggle to afford my energy bills

I have cut back on essential travel

I have sold/am planning to sell essential items

I have had to apply for other support I am in debt

I cannot afford to pay my bills

I have cut down on using medical or mobility equipment

Base: Respondents who did not receive the Winter Fuel payment (1,119)

• Approximately a third of respondents said that not receiving the Winter Fuel Payment had had no impact on them. A majority, however, had been impacted; 65% overall. This ranges from 90% of those in the lowest income bracket to 33% of those in the highest bracket.

• The main areas of impact were cutting down on heating (41%), cutting down on energy use (40%) and cutting back on social activities (23%).15% have cut back on either buying or cooking food.

• 49% of respondents with disabilities have cut down on heating. 21% have spent less on food and 21% have cut down on cooking food.

• 37% of respondents who say that they always feel lonely have cut back on socialising.

• 12% of respondents with a household income of less than £11,400 per month are in debt.

Fuel Poverty: Further Comments (1)

Respondents were invited to make further comments about rising energy costs and its impact. 440 did so.

• 78 respondents reiterated that costs had gone up and were taking a higher proportion of their income.

• 38 felt that the situation was exacerbated because their pensions were fixed and/or inadequate to cover the cost of living.

• 28 criticised the Government for policy failures in addressing this issue.

• 27 reported that they were constantly budgeting and monitoring their energy usage.

• 25 said that rising energy costs had impacted their finances to the extent that their quality of life had reduced in order to pay the bills.

• 22 highlighted that rising energy costs came alongside other cost increases and were therefore even more challenging to absorb.

• 21 reported that they suffered from physical health conditions and/or sensitivity to cold, which made the rising fuel costs even more difficult to manage.

Fuel Poverty: Further Comments (2)

• 17 objected to high standing charges and the greed of energy suppliers.

• 15 felt that their challenges in managing this issue were not acknowledged.

• 14 found it hard to install measures to improve energy efficiency, often due to the characteristics of their home and/or their neighbourhood.

• 12 were feeling isolated as a result of rising energy prices.

• 10 identified that in Scotland in general, or in specific areas of Scotland, the situation was more challenging due to lower temperatures and this combined with a sense of injustice that Scotland produced a high proportion of renewable energy.

• 9 said that although they were having challenges they were grateful to be in a position to heat their home.

Fuel Poverty: Further Comments (3)

The cost of Calor gas has risen hugely over the last 3 years - we try to make a full tank last a year as we couldn't afford to have it filled twice a year. (55-59 years old, South Lanarkshire, living in rural or remote area)

Household energy costs are getting out of hand. As the percentage of elderly population is increasing, normally on a fixed pension income social activities often are reduced which means that the heating in the house is needed to be kept on due to house occupied which also means that lighting and accessories (radio/television) costs also increase. (75-79 years old, East Renfrewshire, living in rural or remote area)

Although I have reasonable work pensions, the income tax I pay on them is quite high and negates any raise in the state pension. So although on paper I look as I should have lots of cash to splash, I find that since retirement (I worked until the age of 70), I have been conscious of not wanting to overspend. I like to lunch every week with friends but have not had a proper holiday for some time (I don't mean visiting friends) and feel that taking a holiday would be too indulgent. (7074 years old, Angus, living in an urban area)

It has caused me distress at times. I have recently been diagnosed with a circulation condition and trying to cut back on heating is difficult. This past winter was the most miserable I have spent. (70-74 years old, Fife, living in an urban area)

Fuel Poverty: Further Comments (4)

As a pensioner on a basic pension that has not increased to help with energy costs it is impacting my health due to being unable to keep my house warm. (70-74 years old, Aberdeenshire, living in a rural or remote area)

When the price goes up I will need to cut back more on usage to maintain my current price. (50-54 years old, Stirling, living in rural or remote area)

I stay longer in bed to save costs. I don't understand why government think all housing is the same. Some housing is unsuitable for modern ideas. I live in a conservation area so I have no double glazing (can't afford wood sash and case) and little insulation. The insulation help offered is unsuitable to my home. I also think the government should consider colder parts of the country. (65-69 years old, Aberdeenshire, living in rural or remote area)

The removal of the heating allowance had a real effect on my budgeting and spending capabilities this year. Our electricity is supplied by the site owner and we are therefore unable to take advantage of better pricing by obtaining both gas and electricity from one supplier. (75-79 years old, Perth and Kinross, living in rural or remote area)

Angry that we in UK have the highest cost of energy in Europe yet the government still insists on Net Zero. We have no say in the matter. (70-74 years old, Clackmannanshire, living in rural or remote area)

Fuel Poverty: Further Comments (5)

Until the government forgets about the mirage of net zero we will continue to have problems with energy costs. (75-79 years old, North Lanarkshire, living in urban area)

In a country that is awash with green energy it is a disgrace we pay the huge heating bills. (70-74 years old, East Renfrewshire, living in urban area)

Greed is the mantra for the energy companies. When price increases it is instantly applied to customers BUT when price decreases nothing happens!!! (75-79 years old, Dumfries and Galloway, living in rural or remote area)

My biggest gripe about energy costs is that we have solar panels on our roof and we generate quite a bit of surplus. The rate we get paid for sending this to the grid is a miniscule fraction of the cost per unit we use from the electricity supplier. This is grossly unfair because the energy company will then sell our generated electricity for a HUGE profit. (50-54 years old, Highlands, living in rural or remote area)

I think I just fall through the cracks for no support. Worked all my life, but I get no support now. (60-64 years old, Perth and Kinross, living in rural or remote area)

Fuel Poverty: Further Comments (6)

Couldn’t have come at a worse time as my wife was diagnosed with terminal cancer and needs to keep warm. It appears that my generation (born mid 1940s) have been targeted. Despite having both worked for most of our lives, the few benefits which we had to look forward to such as TV licence and winter fuel allowance have been taken away. We despair. (75-79 years old, Dumfries and Galloway, living in rural or remote area)

Since moving in to this house my energy costs have increased by about 63% But it's still less than the energy cost in my last house. I would like to improve the energy efficiency of my house by improving insulation but the cost is too high for me to do so. With all the renewable energy in Scotland our electricity cost should be at least 50% lower. It's the high cost of energy that is impacting on us all. (75-79 years old, Aberdeenshire, living in rural or remote area)

Life feels not worth living between heat, food, medical treatment unavailability and loneliness due to lack of compassion. (65-69 years old, Inverclyde, living in rural or remote area)

I'm grateful I can afford to pay extra but I'm very careful and it concerns me if the meter readings are high. I understand how difficult it is for people on low incomes to balance their income. (80-84 years old, East Lothian, living in urban area)

Last year it was such a relief to use my WPA to pay for the LPG gas tank to be filled and then know that my Direct Debits would cover the cost of top-ups. It enabled me to have the heating on more without worrying about the cost. (65-69 years old, Angus, living in rural or remote area)

Fuel Poverty: Further Comments (7)

I feel that withdrawing the Winter Fuel payment is unjust because many people who received it have not been assessed for their needs. Scotland can be a very cold country to live in and for more months of the year compared to the rest of the UK. Thank you for this opportunity to submit this survey. (75-79 years old, Fife, living in rural or remote area)

The electricity standing charge in the highlands is shocking. Sometimes it's more than my actual usage. (65-69 years old, Aberdeenshire, living in rural or remote area)

It is scandalous that we pay amongst the highest energy prices in Europe. We are being ripped off. (60-64 years old, Highlands, living in rural or remote area)

The rising cost of household energy coupled with the very steep rise in the general cost of living is taking its effect on the rise in the number of people who have mental illness and their associated conditions. (85-90 years old, City of Glasgow, living in urban area)

Everything is rising at the same time, energy, council tax, rent, petrol etc. I don’t know how I or many others can afford to live. It’s going to be a miserable existence. (55-59 years old, City of Edinburgh, living in urban area)

Communications Preferences

• Reflecting the 2022 Energy Survey findings, the most popular communication channel with energy providers is telephone, followed by email. In 2022 66% preferred telephone and 43% preferred email, suggesting a shift towards email in the past three years.

• Telephone and email were the most popular methods for all types of energy customers and there was no material difference in response between urban, rural and island locations.

Reason for Contacting Energy Suppliers

• The three main reasons for contacting energy suppliers are: providing meter readings; billing or payments; and switching tariff. No other reason accounted for more than 10% of respondents.

• This was the same finding as was reported in 2022, although the proportion contacting to change tariff has increased from 20% to 30%.

Telephone Communications: Ratings

I find it easy to speak to someone

If I speak to an advisor, I get the support and information I need

I can navigate recorded systems and options easily

I am given accurate information and support

Advisors are knowledgeable about my enquiry

Automated option systems ('press 1 for x') have too few options

I get to speak to the right person quickly

Automated option systems ('press 1 for x') have too many options % strongly agree % strongly disagree

Base: Respondents who have ever contacted their supplier by telephone (1,012)

• Respondents who speak to their energy supplier by telephone were asked for their level of agreement with a range of statements. The chart shows the proportion who ‘strongly agree’ and ‘strongly disagree’ with each statement.

• The proportion of ‘strongly agree’ is higher than the proportion of ‘strongly disagree’ for just two positive statements – finding it easy to speak to someone, and getting the support and information required from an advisor.

• All other measures: navigating systems; the number of menu options; being given accurate information and support; advisor knowledge and speaking to the right person quickly, had a higher proportion of ‘strongly disagree’ than of ‘strongly agree’.

• Customer experience of contacting suppliers by phone – the preferred method of communication – is not positive.

Online Communications: Ratings

It is easy to find the information I need

The website or app is easy to use

The information is accurate and easy to understand

Enquiry forms are easy to find and use

I leave the website/mobile application with my enquiry fully or mostly resolved

It is easy to find a contact number or get in touch with my supplier if I can't find what I need

Live chat provides me with accurate and understandable information

Base: Respondents who have ever contacted their supplier by a website, app or email (972)

• Respondents who contact their energy supplier via website, email or app were asked for their level of agreement with a range of statements. The chart shows the proportion who ‘strongly agree’ and ‘strongly disagree’ with each statement.

• The proportion of ‘strongly agree’ is higher than the proportion of ‘strongly disagree’ for three statements – finding the information required with ease, ease of use, and having accurate and easy to understand information.

• Four measures show a higher level of strong disagreement than strong agreement: use of enquiry forms; having the enquiry fully resolved; finding a contact number or alternative way to get in touch; and the effectiveness of live chat. The findings suggest that online communications perform basic functions well but are are perhaps less effective at resolving more specific or complex issues.

Ease of Communication

• 15% of respondents find it very easy to communicate, and 26% find it quite easy, Overall, 41% find it easy.

• 15% find it difficult and 6% very difficult, an overall figure of 21%.

• A third of respondents find it neither easy nor difficult.

• In 2022 the question asked about straightforwardness of communication. Overall, 45% found it straightforward, 25% found it not straightforward and 19% were neutral.

• As shown on the following slide, there are some differences between respondents depending on the type of energy they use. The highest proportion of respondents finding it ‘very easy’ to contact their energy company are for customers buying LPG, Oil, Ground Source Heat Pumps and Air Source Heat Pumps.

Ease of Communication by Type of Energy

Satisfaction with length of time it takes to get in touch

• 47% of respondents are satisfied with the length of time it takes to get in touch with their supplier. 33% are not satisfied and 14% don’t know.

• As shown on the following slide, the highest satisfaction levels are reported by customers of energy firms supplying biomass, oil, and gas.

Satisfaction with length of time it takes to get in touch by Type of Energy

Satisfaction with length of time it takes to resolve a query

• With a similar response profile to the previous question, 44% of respondents are satisfied with the length of time it takes to resolve a query. 34% are not satisfied and 17% don’t know.

• As shown on the following slide, the highest satisfaction levels are reported by customers of energy firms supplying ground source heat pumps, gas, and air source heat pumps.

Satisfaction with length of time it takes to resolve a query by Type

of Energy

Support with Communication

Large print documents (paper and digital) Another accessible communication option Easy-to-read formats

All Respondents

Respondents with a disability or health condition (689)

• The proportion of respondents requiring additional support for communication is shown in the Chart. We have also identified the responses from respondents with a disability or health condition.

• The main supports for respondents are easy to read formats, another accessible communication option and large print documents (paper or digital). Respondents with disabilities are slightly more likely to require all of these services, as well as having some requirement for text relay services and text to speech support on the website.

Access to Support

It's easy to get what I need It's easy to get some services or formats but not others It is difficult to access what I need My supplier doesn't offer what I need

Base: Respondents who require additional communications support (101)

• 22% of respondents who require additional support say that it is easy to get what they need.

• 34% say that it is easy to get some services or formats but not others. This results in a total of 56% of respondents who require support being able to access it at least in part.

• 34% say that it is difficult to access what they need and 11% that their supplier doesn’t offer it.

Respondents in the latter category were customers of a variety of different types of energy company: electricity; gas; oil; biomass; ground source heat pumps; and solar.

Improving the Customer Experience (1)

Respondents were asked how the customer experience with energy suppliers can be improved. 595 respondents provided further feedback.

• 57 said that they were satisfied with their experience and could think of no improvements.

• 315 respondents said that improvements could be made by facilitating better communication and responsiveness. Common themes were being able to speak to a ‘real person’ rather than a machine, calling the respondent back, and responding more quickly.

• 100 talked about the clarity of communication and particularly on recruiting staff with a good standard of English and a comprehensible accent.

• 63 felt that staff training should be improved.

• 57 would like lower bills.

• 40 feel that energy companies should be more honest and transparent and behave ethically.

• 36 would like a named contact with responsibility for their account, or at least for their enquiry.

• 31 would like dedicated support for customers who are older and vulnerable.

• 30 would like simpler billing and information.

• 25 would like more support with their smart meter or other technology.

• 17 feel that the governmental policy and regulation should be changed.

• 7 respondents live in park homes and reported specific issues with speaking to the supplier.

Improving the Customer Experience (2)

Get to talk to someone quicker and not just a computer

Have access to the phone so I can speak to someone directly and quickly

Ability to speak to the same person every time

Clear English, speak with comprehensible accents

Clear slow speech

I find the jargon they used confusing.And I feel because they have been brought up in an internet age they can't understand why older people have difficulty understanding modern jargon

Have facilities for deaf people, and being able to speak to people who have English as their 1st language

Have staff that can actually address your questions

More knowledgeable staff, a dedicated person whom you can contact directly, access to more senior staff if you feel the need, faster response times, shorter call waiting times.

Cheaper unit costs and a reduced daily service charge

Be honest, truthful and responsive

To admit they are in the wrong ,and to give me back the money they owe me.

Have one person dedicated to dealing with any enquiry rather than getting pushed from pillar to post

My husband is blind and wants to speak to a person, not a machine

Make bills and info more understandable

Improving the Customer Experience (3)

More assistance with smart meter problems

Nationalise them all

Get rid of Ofgem and put an Ombudsman in place who can and does challenge energy companies.

Have one tariff regulated by the government

Things are improving, phones get answered more quickly by more knowledgeable, English speaking advisors

Nothing so far. Octopus is great!

They are very good and send information on a regular basis

British Gas works fine for me using the app

Historic Switching

I have not switched since I moved into my home

• 33% of respondents say that they have not switched supplier since they moved into their home. 25% of those who have lived in their home for more than 20 years have never switched.

• 54% of the sample have been with the same supplier for more than five years (including those who have never switched). The corresponding figure in 2022 was 42%.

• 9% say that they have switched within the last year and 12% last switched one to two years ago, In 2022 17% had switched (2% voluntarily, 15% automatically; please note that this was a period of considerable energy market turbulence).

• 7% of electricity and 8% of gas customers have switched in the past year, compared with 16% of oil customers. 44% of electricity customers and 30% of gas customers have stayed with the same supplier since they moved into their home.

Motivations for Switching

To save money on my bills/got a better deal

Looking for better customer service

My fixed tariff ended

Easier to get in touch with new supplier

To reduce my energy usage They have tariffs to support home renewables like solar panels They are better for the environment

Base: Respondents who have ever switched energy supplier (784)

• The majority of respondents who switch do so to save money on their bills/get a better deal. This accounted for 59% of respondents who have switched in the past.

• 20% of switchers were looking for better customer service and 16% came to the end of a fixed tariff deal.

• 9% switched because it was easier to get in touch with the new supplier.

• 11% switched for environmental reasons; 8% because the new supplier is better for the environment and 3% because they have tariffs to support home renewables like solar panels.

• 144 respondents had an ‘other’ reason for switching. The most commonly cited were that the supplier stopped trading (39 respondents), the respondent moved house (29), the supplier was taken over or merged with another supplier (24) or a switch was made automatically by the supplier or the regulator (24).

Barriers to Switching

Base: Respondents who have never switched energy supplier (431)

• The main barriers to switching are the administrative hassle and the lack of information about better deals.

• Respondents are likely to stay loyal to their current provider if they can afford their current rate or tariff or if the supplier offers good customer service or ease of contact. The feedback on communication (see Slide 116) suggests that providing good service would create a competitive advantage.

• 9% of respondents say that they don’t know how to switch. This figure is higher for respondents in the lowest income brackets (15% for those in households earning less than £11,400pa).

• 68 respondents cited an ‘other’ barrier. The most frequently cited were: a local of control over the energy supplier (18 respondents) and technological barriers related to meters preventing a switch (16).

Awareness of the Priority Services Register

• 66% of respondents overall are aware of the Priority Services Register. This compares with 49% in 2022.

• 68% of respondents living in a household where somebody has a disability or long-term health condition, and 72% of respondents with caring responsibilities have heard of the Priority Services Register. There would appear to be opportunities to increase awareness from these vulnerable groups.

Eligibility for the Register

• Based on the information given in the survey, 75% of respondents felt that they or someone in their household would be eligible for inclusion on the register. This is consistent with the 76% reported in 2022.

• 62% of those who had not heard of the Priority Services Register thought that they would be eligible for inclusion, compared with 84% of those who had not heard of it.

• These is clearly an opportunity to increase awareness of and inclusion on the Priority Service Register.

Current Registrations

• 30% of respondents were on a Priority Service Register with a gas supplier, 50% with an electricity supplier and 13% with a water supplier. Please note that the registration rates for those with gas as their main energy source for heating was 48%, and 54% for those who use electricity to heat their home.

• 19% of respondents say that they are not currently on a register but that they would be eligible. This compares with 13% in 2022.

15. Awareness and Uptake of Support Schemes

Uptake of Support Schemes by Energy

Providers

• Overall, 4% of respondents had made use of an energy support scheme run by their energy provider.

• The chart above shows uptake according to the main source of energy. 5% of electricity and gas customers have used support schemes, compared with 3% of oil customers and 10% of air source heat pump customers (please note small sample size).

SGN Help to Heat Support Scheme

Yes, I have heard of it and used the scheme Yes, I have heard of it but not used it

No, I have not heard of this scheme n/a: I am not a gas customer No reply

• Overall, 11% of respondents have heard of the SGN Help to Heat Support Scheme. 1% have used it. These figures are identical to those reported in 2022.

• Please note that as in 2022 there was a high level of no response to this and subsequent awareness questions in this Section.

Awareness and Usage of Support Schemes

I have heard of this and successfully applied for it

I have heard of this but have not applied

I have heard of this and applied but was not successful

I have not heard of this

• Awareness of the various support schemes tested here range from 26% for Councilrun schemes to 62% for the Warm Homes Discount.

• Uptake ranges from 2% for Council-run schemes to 14% for the Warm Homes Discount.

• As in 2022, uptake of these schemes is relatively low. Awareness is also very similar to 2022 and there are clearly opportunities to increase this.

Year of Home Construction

not to say

• 20% of respondents are living in housing stock that is over 100 years old. This figure increases to 25% for respondents living in rural areas and 28% for those living on an island.

• Post-war building between 1951 and 1980 accounts for 28% of the housing stock (31% of housing in urban areas).

• The largest cohort of respondents living in houses or bungalows are living in homes built between 1951 and 1980 (30% and 35% respectively). The largest cohort of tenement flat dwellers are living in homes built before 1919 (42%).

Property Energy Performance Certificate

• Most respondents do not know the EPC rating of their home. 23% do know, an increase from the 11% in 2022.

• As in 2022 most respondents who did know the rating lived in a home rated C or D.

Energy Efficiency Measures Already Installed

• As in 2022, when presented with a list of the energy efficiency measures already installed, respondents were most likely to have installed a central heating system, secondary or double glazing and loft insulation.

• In most cases respondents who own their home outright or are buying it with a mortgage are more likely to have installed measures like this than those who are renting. For example, 43% of those who own their home outright have draught proofed it, compared with 23% of those who rent privately, 18% of those who rent from councils and 29% of those who rent from social landlords.

Most Wanted Energy Efficiency Measures

• Across the sample as a whole, the energy efficiency measures that are not currently installed but are the most desired in people’s homes are triple glazing, draught proofing, floor insulation, reflective radiator panels and new radiators.

• Whilst some of these are perhaps large scale and costly interventions, draught proofing and reflective radiator panels may be easier and cheaper to install.

Frustrated Demand: Energy Efficiency Measures

• There were some energy efficiency measures that respondents would like in their homes, but for which their homes would not be suitable.

• Across the sample the interventions most likely to fall into this category were solid wall insulation, hydroelectric systems, room in roof insulation, cavity wall insulation and external wall insulation.

• Care should be taken in encouraging uptake of these measures, many of which relate to insultation, because of a perception that it is not possible to install this in the respondents’ home.

Energy Efficiency Measures Not Liked

• Respondents were also asked to identify any measures that they don’t currently have but which they wouldn’t like in their homes.

• The behaviour with with the most resistance is fuel switch. 74% of current gas customers would be resistant to a switch.

• Installation of renewable projects such as hydro-electric systems, micro-wind turbines, low carbon or renewal heating and solar hot water systems also meet with relatively high levels of resistance. Encouraging respondents to install these is likely to be the most challenging.

Ability to Comply With Scottish Government Proposals

Base: Respondents who would have to comply (131)

Respondents were told: The Scottish Government is proposing to ensure that all homes in Scotland are Energy Performance Certificate C Standard or above by 2040. This will be achieved by installing certain measures, some of which were listed in the previous question, and/or zero carbon heating systems. There is a possibility that homeowners will be required to ensure that this happens from 2033 onwards, and that private landlords will need to ensure this by 2028. If you own your own home and it is currently below an Energy Performance Certificate C Standard (so D to G), do you think you would be able to make these changes?

11% of respondents living in eligible properties say that they would be able to make these changes. 64% say that they cannot afford to do so and 22% say that they do not have the required practical information. Please note the small sample size for this question, due to low awareness of current EPC level.

Local Heat Networks: Comfort

Would feel comfortable connecting

Would not feel comfortable

Don't know

Prefer not to say

No reply

• Based on the information provided in the survey, 28% of respondents would be comfortable installing or connecting to a Local Heat Network.

• There was no material difference between subgroups in terms of those who felt comfortable.

• 23% would not feel comfortable and 43% do not know.

Local Heat Networks: Barriers

I don't know enough about heat networks or how they work

I don't think it would be possible in my property

The cost of installing a new system or devices

I don't know if this will save me money

I don't know if it's right for me

I have concerns about heat networks

Base: Respondents who not be comfortable installing or connecting to a Local Heat Network, or who were unsure (848)

• The main barrier to installing or connecting to a local heat network was a lack of information about what they are and how they work. Nearly two thirds of respondents who were not comfortable with the idea, or who were unsure, selected this option.

• Approximately a third of respondents were not sure if it would be possible in their property. This was a higher figure for respondents living in rural or remote locations (43%) or on an island (54%).

• 34% thought that the cost would be prohibitive and 29% were unsure as to whether it would save them money.

Support with energy efficiency

• For further information and support about energy efficiency, respondents are most likely to consult Home Energy Scotland, Age Scotland, their own energy provider and the Scottish Government. All of these were mentioned by at least a third of respondents.

• Between a quarter and a third would consult the Energy Saving Trust, their own family and friends, their local Council and the Citizens Advice Bureau.

• This is largely consistent with the 2022 survey results. It is encouraging for Age Scotland to feature so prominently in this area.

Most Important Housing Issues

Respondents were asked to identify the most important housing issues affecting their community. The following slide shows the results, presented according to whether the respondent lives in an urban location (base 673), a rural location (base 545) or on an island (base 32 – caution re sample size).

The five most important issues for each cohort are presented below. Housing affordability, a lack of suitable housing, energy efficiency and fuel poverty are common across all three groups. Urban respondents are concerned about antisocial behaviour and social housing, rural respondents are concerned about public transport and island respondents about second homes.

In 2023 the most important issues were fuel poverty, a lack of affordable housing and a lack of accessible housing (please note that the list was expanded for 2025).

Urban Location:

Housing affordability

Lack of suitable housing

Fuel poverty

Lack of energy efficient

housing

Lack of social housing options

Antisocial behaviour

Rural Location:

Lack of suitable housing

Housing affordability

Poor public transport links

Fuel poverty

Lack of energy efficient

housing

Island Location:

Lack of suitable housing

Fuel poverty

Too many short term lets and second homes

Lack of energy efficient

housing

Housing affordability

Most Important Housing Issues By Location

Local area not suitable for older residents Homelessness

Improving Housing in the Local Area (1)

Respondents were asked what their local Council and the Scottish Government should do to improve housing for older people in their area. 731 respondents answered this question:

• 255 said that they should build housing suitable for the needs of older people.

• 95 expressed frustration with current policy regarding second homes, holiday lets and park homes.

• 92 would like more social housing.

• 76 would like existing stock to be adapted or upgraded to make it more suitable for older people.

• 76 would like improvements to local transport and mobility.

• 49 would like them to listen to older people (see Slide 157 for further feedback on this issue)

• 44 would like support with the cost of living.

• 44 would like care provision or support in accessing care.

• 43 would like measures to improve community, connection and mental health.

• 42 would like support with ensuring that homes are energy efficient and that it is affordable to heat their homes.

Improving Housing in the Local Area (2)

Build more suitable complexes adapted for older people would free up housing for waiting lists

Build more bungalows as most of the new builds have stairs.

Enable more housing suitable for starter homes/downsizing.All new homes seem to be geared for families and there are no new single storey houses.

Build more homes for single older people.

Look at how the current housing stock can be utilised to meet the needs of the population. Take them seriously and don't employ such unpleasant controlling people as wardens of community housing who really want to make your life miserable. Bullies. Build more friendly community housing for the elderly without stupid restrictions.

More investment in social housing and very sheltered housing provision.

There should be more readily available council/Scottish Homes/ housing association homes for elderly people in my area.

More modern sheltered type housing at affordable rents for Senior citizens.A great example of this is in the Gannochy Trust Estate in Perth.

Ensure their homes are as energy efficient as they can be and provide useful guidance on how best to access all grants/help/allowances available

Have a scheme to exchange your home for more appropriate housing, take a more hands on approach to your energy efficiency schemes, at present all the schemes just send a sales person to try and badger you into taking out a loan, the grant is never anywhere near the sum they claim it would cost for a heating system.

Improving Housing in the Local Area (3)

Bring back heating allowance more low cost housing for young families (because it is good to live in a community that has diverse ages).

Cut the amount of second homes and deal with empty properties.

Ensure Park Homes are entitled to the same or similar heating schemes and priority services as brick and mortar

Clamp down on second home ownership and holiday lets

Grants for efficient heating. A list of people who do loft insulation.

Provide more advice and assistance.

More drop in community areas for a get together

Build more bungalows with gardens as a community network to discourage isolation and loneliness.

Smaller more affordable homes in a community with health services, shops, leisure centres.

Police on the beat to help you feel safe

Build one bedroom houses for retired people, save on our heating costs and cleaning and free up bigger houses for families who need them.

Give us more energy efficient heating

Build small energy efficient homes in groups to create small community where assistance could be available if required. OR Make it easier to alter own home so you can live where you want to live for as long as possible.

Improving Housing in the Local Area (4)

More suitable retirement homes close to transport and local amenities.

Repair and maintain the dangerous pavements.

Government and councils no interested in helping older people nowadays.

Listen to residents and ensure their views are taken on board

Pay attention to how many there are of us in social housing who would benefit from moving house.

Do older people feel considered?

Yes, the Scottish Government considers the needs of older people Yes, my Local Council considers the needs of older people

Neither the Scottish Government nor my Local Council considers the needs of older people

• 13% of respondents say that they feel the Scottish Government considers the needs of older people.

• 12% say that their local council considers the needs of older people. This compares with 16% in 2023. With a caveat about small sample sizes, the council areas with the highest level of agreement with this question were Shetland (43%), Comhairle nan Eilean Siar (29%), East Ayrshire (24%), Highland (19%), Fife (18%) and Moray (18%). Generally agreement was lower for respondents living in urban areas (10%) than in rural areas (13%) or on an island (16%). This is also consistent with 2023.

• 54% do not think that either body considers the needs of older people and 27% don’t know. In 2023 the figures were 55% and 26% respectively.

Preferred Consultation Method

• 62% of respondents would prefer to be contacted via an online survey and 42% through a paper survey. It is probably not surprising that these figures broadly reflect the composition of responses to this survey!

• Just over half of respondents would like to engage face to face, either in community meetings or in individual meetings.

• 20% would like to engage through a local community group and 14% though online networks.

• 13% would like to engage on the phone.

• It is important for local and national agencies to anticipate an ongoing requirement for mixed methodologies, and to allocate budget and capacity accordingly.

Importance of the local community

• Overall, 40% of respondents said that it was very important to them to be part of a local community. 38% said that it was quite important, 17% a little important and 5% not important at all.

• Respondents living in rural or remote areas, or on islands, were more likely than respondents living in urban areas to say that community was ‘very important’, However, similar proportions said that it was ‘not very important’ in both urban and rural areas.

• The importance of community appears to decrease slightly with very old age. It is ‘very important’ to 50% of respondents aged 50-54, to 42% of respondents aged 7074 and to 39% of respondents aged 80+.

Is your local area a good place to grow older?

• 60% of respondents feel that their local area is a good place to grow older. 19% feel it is not a good place to grow older and 19% don’t know.

• Respondents living in an urban area are slightly less likely to say yes to this question than those living in a rural area or on an island.

• The proportion of respondents who think that their local area is a good place to grow older increases with household income, from 48% for those with an income of less than £11,400pa to 73% for those with an income of more than £30kpa.

• 56% of single person households, 54% of respondents with a disability or health condition and 61% of respondents caring for someone in their household say that their local area is a good place to grow older.

A Good Place to Grow Older (1)

Respondents were asked to give reasons why their local area was a good place to grow older. 720 respondents provided an answer to this question.

• 251 said that the area has a strong sense of community with strong social connections and neighbours checking in on each other.

• 181 highlighted good transport links.

• 135 said that they had good access to local services.

• 127 cited local facilities, particularly local shops.

• 103 enjoyed having outdoor space close by, either countryside, coastal areas, or green space.

• 99 felt that the community was active with a range of things for them to do.

• 96 prized good access to local medical care (GP surgery, hospital, pharmacy, social care).

• 90 said that the local area was quiet.

• 79 said that they felt safe in the area.

• 49 said that there were lots of older people within the community.

• 35 had strong roots within the local area, having lived there a long time.

• 31 said that it was relatively flat, making it easy to walk or cycle.

A Good Place to Grow Older (2)

• 30 liked living close to family or friends.

• 22 liked the fact that the community consisted of a mix of ages.

• 20 said that the housing stock was good quality/well designed.

• 12 respondents acknowledged that their own capacity and resources had an impact on their enjoyment of their neighbourhood, and recognised that this wasn’t the case for everyone.

• Other aspects, each mentioned by fewer than 10 respondents, were: the local climate; a stable community; parking; relatively cheap place to live; good local politicians.

A Good Place to Grow Older (3)

All essential services are all within a 2 mile radius. Regular bus services. Lots of green spaces

Bus service, doctors nearby, friendly community

Despite being rural, we are on a train and bus route. We have two large GP practices that cover a huge rural area; and a veterinary practice. We have all sorts of shops (gift, antique, art, florist). We have a bakery, hair salons, grocery stores, hotels/restaurants/cafes, a community centre, church hall, a post office, activities (art, theatre group, sports, exercise, lunches), a community allotment, a van bank. There are benches in various locations. We are a tourist destination, so during spring/summer months the village comes alive with coach tourists and backpackers. We're almost an age-friendly community, except for accessibility issues.

Good access to local shops and services, GP, dentist, green spaces, and good neighbours / community, churches etc.

Good bus links, lack of noise pollution, good age mix, nearby hospital, good shops nearby, low crime rate- neighbourhood watch.

Having lived here for the past seventeen years, I am quite used to the area and have made friends with many people. This results in an infrastructure of community which is of comfort.

A Good Place to Grow Older (4)

I feel safe and know my neighbours and community well.

I have good neighbours who are willing to help and a home suitable for my needs. My health care adequately taken care of at present.

I know of several groups that I can participate in and feel involved and cared for.

I live in a small coastal town which provides older people with sufficient facilities to meet their needs.

We have a great range of public transport. Good local shops and GP surgeons etc.

I'm fit and well, I don't know what life will be like if I'm housebound.

It has train service to larger city. It is fairly flat, no big hills. Feels safe, low levels of crime rate, low levels of antisocial behaviour a few community facilities. Free cafe set up to reduce isolation of over 60s.

It is a bonnie wee town.

It is quiet, people within the same age group, no children in the countryside, good services, good doctors, easy to join good pensioners groups.

It’s a friendly village with a wide age range we would hate to live only with people our own age, most are far too reactionary! We have a good bus service, two food shops within walking distance, an excellent gp surgery, a wonderful library with staff who really know their regulars, three pubs, an excellent vet, easy routes into town but with the countryside literally on our doorstep. A real community feel.

A Good Place to Grow Older (5)

It's a retirement park, quiet and safe.

It's flat- don't need to be good at walking up hills. There are clubs, activities and places to go for older people. Warm places to go in winter so can save on heating.

It's peaceful, safe, neighbourly, considerate, people care for others, unpaid carers by default! Community hall is a warm hub.

Terraced houses means it's easy to get to know neighbours but also have privacy. 50% of houses in my street are ground floor terrace villas with small gardens. Housing stock built in 1896 with different size families in mind. Neighbours of all ages now. Deeds are such that we share roof repairs between 4 addresses. Narrow street so cars have to drive slow. Close to excellent public transport and big park. We've run a street party for 14 years - it's hard work but it's worth it.

There are a lot of retirement homes in the area, both owned and rented. the area reflects this fact and accommodates us.

There are lots of activities and groups to join in with if you look around. There are council care homes being built integrating into the community and there is a focus on supporting people staying in their own homes.

We are building an Ageing Well Movement to ensure we make this a good place to grow older.

Not Such a Good Place to Grow Older (1)

Respondents were asked to give reasons why their local area was not such a good place to grow older. 468 respondents provided an answer to this question.

• 156 talked about poor access to public transport, and highlight that this will cause major issues if older people cannot drive or are no longer able to do so.

• 73 reported difficulties in accessing healthcare. This covered a lack of appointments at GP surgeries, the centralisation of hospital services, and a lack of staff to provide care in the community.

• 70 said that there were no local facilities. Banks, shops and post offices were all mentioned.

• 65 said that the area was hard to walk around. Reasons for this included no pavements, poorly maintained pavements, narrow pavements due to car parking, no gritting in icy weather, and living in a hilly area.

• 59 said that the local housing was not suitable for the requirements of older people.

• 55 were concerned about antisocial behaviour and crime.

• 45 felt socially isolated and lonely.

• 40 said that they had poor access to amenities.

Not Such a Good Place to Grow Older (2)

• 23 felt that their community (in terms of location and/or age) is ignored by local politicians and policy makers.

• 23 said that there were no activities for older people.

• 23 said that living in the local area was prohibitively expensive.

• 17 said that it was busy or noisy.

• 17 said that there was a lack of older people in the area.

• 15 commented that the weather presented challenges, due to flooding, cold, snow and ice.

• 11 said that they felt unsafe locally. This was due to crime but also due to busy traffic on local roads.

Other aspects, each mentioned by fewer than 10 respondents, were: housing developments prioritising other demographics (students or families); a lack of parking; second homes and short term lets; and being too far away from family or friends.

Not Such a Good Place to Grow Older (3)

I can't use public transport and my local bank branch and post office have both closed in the past 2 years.

The things we need are too far away and the buses don't come near my bit.

No public transport at all. Too far from the shops, doctors, if l could not drive it would be like a prison.

Council Tax for house we need is prohibitive. Can't get a GP appointment because too many registered with practice. Get told by automated message to go to hospital A&E even if call at 8am as all appointments taken up. …The closest hospital no longer does A&E so have to travel on 2 trains if ill or pay ridiculous amount for taxis. Hospitals should be localised.

Increasingly health services are being centralised 100 miles away in Inverness.

Funding for day centres and residential care have been cut. Bus services are poor and often not suitable for elderly people. Getting help with basic tasks can be difficult.

All the houses are large and many are on hills so there will come a time when we have to leave as the property isn't suitable anymore.

Housing isn't suitable without adaptations as insufficient single level homes. The houses are old and not warm.

Facilities and shops are closing. Council not looking after the area.

Feel unsafe at night, never see the police patrolling our area.

Not Such a Good Place to Grow Older (4)

The antisocial behaviour is increasing. Litter in the streets. The area is getting more and more tatty because folk don't have the money to sort out new fences etc because of cost of living increase.

There are no pavements, no shops, no bus stops. There is a busy fast road. When people in this village get old, they disappear into their homes and you never see them again.

Its remote, isolation is a real issue. There are no street lights, no buses, there isn't even a shop...and there are regular power cuts. Sadly, there are more negatives than positives, as I get older.

My wife knew everybody. I didn’t. When she passed away I didn't know anybody.

There is a total lack of care homes when it is needed. no umbrella of care. I am a retired SRN, midwife and district nurse. I’m appalled at the almost lack of care now.

Lack of interest and support by incompetent, wasteful, regional government.

Many pensioners live alone with no support, are not listened to and improvements to homes are only at the mercy of greedy contractors.

They have built an estate for larger families and tacked a few disabled bungalows in one corner, stuck up a hill! No vision or care about the type of tenants.

It's been taken over by 100s of homes that are for young people and the benefits to them.

Uncertain About Growing Older Here (1)

Respondents were asked to give reasons as to why they were unsure about the suitability of the area to grow older. 210 respondents answered this question.

• 52 said that they were not sure what their circumstances and health would be in the future. They could clearly see some potential scenarios where the current area would not be suitable.

• 40 said that the area was changing and that this might make it less likely to be a good place to grow older.

• 23 did not know what was available to support older people living in their area.

• 18 said that they were already worried about being isolated.

• 17 had lived in the same area all their life so didn’t feel they had anything with which to compare.

• 14 were relatively new to the area and still getting to know it.

Other responses mentioned by fewer than 10 respondents, were: their home may become less suitable depending on their own health as they age; increasing household costs; poor transport becoming more of an issue; feeling unsafe in the local area; an awareness that they may need to travel for healthcare; a feeling that the older population is not listened to; a lack of activity or support for older people; concerns about whether the area would be supportive of LGBTQ+ respondents; and the bad weather.

Uncertain About Growing Older Here (2)

I am independent and able to get out and about at the moment but don't know what life would be like it I was no longer able to do that

It used to be a large village but has developed into a small town and is now third largest town in the county. Very little recreational facilities and apart from three supermarkets, very little choice for shopping

I don't know if any accessible houses will be built in the near future. If not, I will have to move out of my village which I've lived in since 2007.

I don't see information on what is available for older people.

I don't think any area is now a good place to grow old.

I would like to think it is a good place to grow older, i would like to feel safe when out, I don't have that feeling.

There are a lot teenagers from local areas causing trouble near by. They come from another area, but can be quite frightening

Uncertain About Growing Older Here (3)

There is not much for older people to do in the area as most services have been cut to save money

it is dying; we are experiencing a new Highland Clearance due to the surge in ownership of second/holiday homes; young people are being driven out as they cannot compete with those from SE England and the Edinburgh area in bidding for what housing stock there is. Soon there won't be sufficient folks to provide services in the area.

I don't know if I can get support as I grow older and I don't want to go into a care home as an LGBTQ+ person because I don't think I would be accepted there.

18. Conclusions

Conclusions: Research Methodology

The mixed research methodology worked well and justifies the continued use of paper surveys to support online data collection.

Feedback from respondents suggests that they found the survey very long, and the larger grid questions were not answered as well as the others. This should be considered when designing future surveys.

The sample is very similar to that in previous surveys in terms of demographics.

Conclusions: Core Demographics

Two thirds of the sample are female, and a similar proportion are aged between 65 and 79.

52% of respondents live in an urban area, 42% in a rural area and 2% on an island.

79% are retired and 15% are in employment. 10% have a volunteering role.

Nearly half of respondents live alone.

More than half of respondents have a disability or long-term health condition and a quarter live with somebody else with a disability or condition. 5% are affected by dementia.

A quarter of respondents are caring for another individual; 16% in their own home and 10% outside of the home.

8% have a household income of less than £11,400pa. 19% have an income of more than £30,000pa.

Loneliness affects nearly half of respondents. 5% of respondents say that they always feel lonely, and 44% that they sometimes feel lonely.

Conclusions: Current Home

Nearly half of respondents live in a house. 19% live in a bungalow (mostly in rural areas) and 23% in a flat, maisonette or apartment (mostly in urban areas).

68% own their home outright and 5% are buying with a mortgage or loan.

8% rent from the local council, 7% from a housing association or social landlord, and 6% rent privately. These figures are lower than recorded in 2023.

The average housing cost per month for this sample was £331. Household costs for respondents in private rentals are similar to costs for those buying their home with a mortgage or loan. Costs for those in private rentals are 83% higher than those renting from the local council and 45% higher than those renting from housing associations or social landlords.

Conclusions: Suitability of Current Home

14% of respondents say that their home is not suitable. The figure is higher for tenants than for those who own their own homes.

The main reasons for a home being unsuitable are that it is expensive to heat, that it is not accessible, and that it requires too much maintenance. Homes in rural areas are also not suitable due to distance from public services, transport and care.

Nearly half of those who say that their home is suitable anticipate that this will be the case for at least another five years.

If a home becomes unsuitable, the data shows a shift in preference from 2023 towards adapting a home compared with moving. 45% would prefer to adapt, 37% to move and 16% are unsure.

Conclusions: Moving Home

Just over half of the sample say that they do not intend to move home in the future. The main reasons for this are the home meeting their needs, reluctance to leave home, and the effort and costs involved with moving.

31% of respondents plan to move at some point in the future. Affordability and accessibility are the key drivers for a home move, with respondents living in rural areas also ‘pushed’ to be nearer to services, transport and social activity.

In terms of future tenure of a new home, most respondents showed a preference for their current arrangement. The exception to this were those renting privately, where two-thirds would like to rent from a local authority or social landlord or to move into sheltered housing rather than staying in the private rental market.

There is a strong preference towards moving to a home on one level, primarily bungalows (particularly in rural areas). Ground floor flats and retirement communities are more popular for respondents living in urban areas. 29% of respondents would prefer to new build housing, primarily for reasons of energy efficiency and build quality. 34% would move to existing housing, primarily for reasons of build quality and location.

Conclusions: Adaptations

37% of respondents live in homes that have had adaptations. These were most likely to be grab rails, walk-in showers, and outdoor lights. Most adaptations were funded by the respondents themselves if they were homeowners, or by the landlord if they were tenants.

36% say that their home needs adaptations now, with the figure being higher for tenants and those with a disability or health condition. The most required adaptations are a walk-in shower, a specially designed bathroom, and grab rails or handrails.

More than half of respondents whose home requires adaptations have applied for financial support to support this, or intend to do so. The main barriers to this are awareness of the support available and concern about the costs of adaptations.

Nearly a third of those who require adaptations now have been waiting for them for more than a year. This is a reduction from 2023. 13%, however, have been waiting for more than five years, with this figure increasing for tenants when compared with those who own their homes outright.

4% of respondents say that they require adaptations but this is not possible in their current home. This figure rises to 14% for respondents who rent privately.

Conclusions: Fire Alarms

Compliance with fire alarm legislation has increased since 2023. 77% of homeowners have installed all of the required alarms, and 12% have installed some of them.

The main barriers to installing the required fire alarms are the cost of installation, a lack of information about what support is available, and the cost of buying the alarms themselves.

Conclusions: Private Rentals

52% of those renting privately rent through a private landlord. 25% rent through a letting agent, with this figure increasing for respondents living in urban areas.

There appears to be increased awareness of the type of rental tenancy agreement respondents have. 42% have a Private Residential Tenancy, 16% an Assured Tenancy and 21% a Short Assured Tenancy.

88% of respondents who rent privately were aware of at least one of their legal rights. Respondents who rent through a letting agent show higher levels of awareness of all rights.

31% of respondents who rent privately pay the rent on time but find it challenging.

The rent has increased in the past year for 36% of respondents who rent privately. A further 5% anticipate that it will increase this year.

Some respondents had disputed proposed rent increases (with mixed results) but none had pursued it through formal channels.

6% of respondents renting privately had been refused consent to adapt their homes.

Conclusions: Social Rentals

27% of respondents who live in a social rental pay the rent on time but find it challenging. 4% sometimes struggle to pay or to pay on time.

82% of respondents who rent from the local Council and 79% of those who rent from a housing association or registered social landlord have experienced a rent increase in the past 12 months. A further 13% in each cohort have been told that the rent will be increasing this year.

More than a third of respondents who rent from the local Council and experienced a rise in rent said that they were not consulted about it. Just over a fifth of respondents who rent from a housing association or social landlord were not consulted.

Approximately half of those who disagreed with the rent increase formally disputed it. In most cases the rent was increased anyway.

Conclusions: Homelessness

29 respondents had been affected by homeless over the past five years.

The main reasons for being homeless or being threatened with homelessness were: being asked to leave the accommodation because the landlord wanted to sell or move back in; action taken by the landlord; the home being unsuitable for the respondents’ needs; mental health issues; anti-social behaviour towards the respondent; and harassment from others in the building or community.

Of the 29 respondents identified in this survey, 14 are still waiting to be housed in suitable accommodation.

Respondents primarily sought support from the local council and the Citizen’s Advice Bureau.

Conclusions: Using and Paying for Energy

The main sources of energy for heating across the sample are gas, electricity and oil. There is considerable variation across the country, with gas much more prevalent in urban areas and electricity and oil utilised more in rural communities and on the islands.

Payment method varies according to the fuel used, with gas and electricity primarily paid by direct debit. Respondents choose payment methods because they are easy and convenient, they help with budgeting by providing a fixed cost, and they offer a discount compared with other payment options.

Median annual reported fuel expenditures are £1,368 for gas, £1,650 for electricity, £1,150 for solid fuel and £1,320 for oil. Gas, electricity and LPG costs have increased since the 2023 Housing Survey and all fuel types show considerable increases from the 2020 survey.

Conclusions: The Cost of Living and Fuel Poverty

14% of respondents say that it is sometimes a struggle to pay energy bills and 5% that it is always a struggle. These figures are an improvement on the 2022 Energy Survey findings.

The proportion of those who say that it is always a struggle to pay increases as the suitability of the home decreases and as household income decreases.

85% of respondents say that their energy costs have increased in the past twelve months, making this the area of household spending that has increased for most people. These increases have been accompanied by large scale increases in household basics, home insurance, rent and mortgage costs.

Nearly a quarter of respondents say that they are not satisfied that they can heat their homes to comfortable levels. The figure was higher for those on low incomes, those with a disability and carers. 34% of those who rent from the local council and 31% of social renters are dissatisfied with their ability to heat their home.

Most respondents, regardless of income, are concerned about the rising price of household energy.

51% of respondents calculate that they are experiencing Fuel Poverty. 21% calculate that they are experiencing Extreme Fuel Poverty. Fuel poverty is more likely to be experienced by those on lower incomes but is still experienced by those in the highest income bracket.

Conclusions: Winter Fuel Payment

87% of respondents had not received the Winter Fuel Payment this year.

65% of these said that they had been impacted by the withdrawal of this payment. The main areas of impact were cutting down on heating (41%), cutting down on energy use (40%) and cutting back on social activities (23%).15% have cut back on either buying or cooking food.

49% of respondents with disabilities or health conditions have cut down on heating. 21% have spent less on food and 21% have cut down on cooking food.

37% of respondents who say that they always feel lonely have cut down on socialising.

Conclusions: Communicating with Energy Companies

Respondents prefer to communicate by telephone or email, with an increasing trend towards email compared with previous surveys.

Overall, 41% of respondents find it easy to communicate. 21% find it difficult. Ease of communication varies across energy type, with the highest proportion of respondents finding it ‘very easy’ to contact their energy company are for customers buying LPG, Oil, Ground Source Heat Pumps and Air Source Heat Pumps.

Telephone communication is rated positively for making contact and receiving information.All other measures tested had a higher level of strong dissatisfaction than strong satisfaction.

Email, website and app communications rates well for finding information, ease of use, and the accuracy of the information. Measures relating to resolving issues or following up show higher levels of strong dissatisfaction than strong satisfaction.

Just under half of respondents are satisfied with the length of time it takes to get in touch, and a similar proportion are satisfied with the length of time it takes to resolve a query.

When asked how to improve communications, the main suggestions were to have a named contact for dealing with an issue, clear and fluent English being spoken without strong accents, and improved staff training.

Conclusions: Switching Energy Company

A third of respondents have not switched supplier since they moved into their home. A quarter of those who have lived in their home for more than 20 years have never switched.

The main motivation for switching is to get better value for money, or to try to find better customer service.

The main barriers to switching are that it is too much hassle, a lack of awareness about better deals, and being able to afford the current tariff.

Conclusions: Priority Services Register

66% of respondents have heard of the Priority Services Register. This figure is 68% for respondents who have someone in the household with a disability, and 72% for respondents with caring responsibilities.

75% of respondents felt that they or someone in their household would qualify for inclusion on the register. 62% of those who had not heard of the register thought that they would qualify.

30% of respondents were on a Priority Service Register with a gas supplier, 50% with an electricity supplier and 13% with a water supplier.

Conclusions: Support Services

Awareness of the various support schemes tested here range from 26% for Council-run schemes to 62% for the Warm Homes Discount. Uptake ranges from 2% for Council-run schemes to 14% for the Warm Homes Discount.

As in 2022, uptake of these schemes is relatively low. Awareness is also very similar to 2022 and there are clearly opportunities to increase this.

Conclusions: Energy Efficiency

The housing stock is old, with 20% of respondents living in buildings that are over 100 years old and only 6% live in housing built since 2012.

Very few respondents know the EPC rating of their home.

In terms of energy efficiency measures, respondents were most likely to have installed central heating, secondary or double glazing, and loft insulation. The measures that are not currently installed but are the most desired are triple glazing, draught proofing, floor insulation, reflective radiator panels and new radiators.

There is resistance to fuel switching and to installing renewable projects.

Only 11% of respondents who would have to comply with proposed Scottish Government regulations on energy efficiency in the home say that they would be able to do so.

Conclusions: Future Developments

28% of respondents would be comfortable installing or connecting to a Local Heat Network. 23% would not feel comfortable and 43% are unsure.

The main barriers to installing or connecting to a Local Heat Network were a lack of knowledge, uncertainty about whether they would be possible in their property (particularly in rural areas) and the cost of a new system.

For further information and support about energy efficiency, respondents are most likely to consult Home Energy Scotland, Age Scotland, their own energy provider and the Scottish Government. All of these were mentioned by between a third and a half of respondents.

Conclusions: Local Community

The most important housing issues for the respondents, regardless of where they live, are housing affordability, a lack of suitable housing, energy efficiency and fuel poverty.

Urban respondents are also concerned about antisocial behaviour and social housing. Rural respondents are concerned about public transport, and island respondents about second homes. When asked what could be done to improve housing in the local area, the top responses were building homes suitable for older people, amend policy and legislation to encourage better housing solutions, more social housing, adapting the current housing stock, and improvements to local transport and mobility.

More than half of respondents feel that their needs are not considered by either the Scottish Government or their local council. These agencies should plan and resource consultation via a range of engagement methods to suit varying needs.

40% of respondents say that it is very important to be part of a local community.

60% of respondents say that they live in a good place to grow older. From the responses to the survey, the key to achieving this is to provide or generate: a strong sense of community; good access to transport and amenities; wide ranging local services and facilities; outdoor space; good access to medical and health care; and a range of activities in which to participate.