Findings from the E Source 2026 Q1 LMI Pulse Survey: The affordability crisis in the utility sector

NOTE: This event has already taken place. See below for recording and event description.

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As part of the E Source 2026 Q1 LMI Pulse Survey, the E Source Low-Income Energy Issues Forum Service surveyed 662 adults from households with incomes less than $75,000 in the US. This survey assessed the current state of energy affordability and low- and moderate-income (LMI) customers’ pressures, propensities, and preferences toward utility affordability efforts. At a high level, survey findings revealed:

• Utility bills are a major and growing source of financial strain for income-qualified households—driving stress, forcing tradeoffs and sacrifices, and creating arrears risk.
• Risk concentrates in high-bill periods, and many customers expect to be disconnected for nonpayment soon.
• Customer demand for flexible support is high, but awareness of assistance programs is low.
• Customers want ability-to-pay payment plans, bill credits, extended due dates, and debt relief. Improving awareness, reducing stigma, and expanding flexible, ability-to-pay options are critical to preventing arrears and disconnections.

We reviewed findings and explored how they can inform your affordability-focused programs and LMI customer service strategy.

Speakers:

Jamie Wimberly, Senior Vice President, Utility Customer Strategy, E Source
Ben Nathan, Director, Affordability and Equity, E Source

Who should attend:

Members of the Low-Income Energy Issues Forum Service and others interested in learning more about the needs of LMI utility customers and gaining a deeper understanding of the current state of the utility-sector affordability crisis.