Don’t leave me smarting

As most people who are likely to read this blog know, all homes are expected to have smart meters by 2020.  There’s lots of debate raging about the pros and cons of ‘smart’ (as it’s called for short amongst those in the know) – as well as whether the roll out will actually hit its target – and I suspect that more than a few of my geeky friends are excited about the prospect of new tech.  But how can we make sure that everyone benefits from the anticipated benefits of smart?

It’s a question that Citizens Advice (and their predecessor organisation Consumer Futures) has been tussling with for a while.   Their leading principle is that everyone should have affordable, accessible, safe and fair energy services, and that no-one should miss out on the £11 billion that will be invested in the roll out: we’re all paying for it, so we should all benefit.

Last month I ran a workshop for Citizens Advice, bringing the Big 6 energy suppliers (and a couple of the smaller ones) together around the table to talk about how we can make sure vulnerable consumers don’t miss out.  Our starting point was research that NEA has recently completed for Citizens Advice on options for offering extra help where needed – from simple sign-posting right through to totally integrating the smart roll-out into area based installation programmes. (You can read more about Citizens Advice thoughts and download both the full report and the more accessible position paper here: Liz Laine – Head of Smart and Sustainable Energy at Citizens Advice - has also written a blog about it here).

There was broad acceptance around the table that work needs to be done to ensure vulnerable consumers benefit from smart.  Suppliers are already developing their plans for the roll out, which needs to start next year, and there were sage nods confirming that many of the issues raised in the research already formed part of their thinking.  Integrating with area-based schemes may be an ask too far, but it’s not something that Citizens Advice will not be giving up on easily (and it would seem to make sense for any intervention in a consumers home to be as joined up as possible).

Smart Energy GB was at the roundtable too.  Their remit is to build confidence and awareness of smart meters, and to increase consumers’ willingness to have them installed. They’ve recently introduced the world to Gaz & Leccy to help them in this task, and who I suspect we’ll get to see a lot more of in the months to come.  The problem with current engagement plans is they focus solely on raising awareness and uptake of the new technology. The supplier has to explain the information on the in-home display but energy efficiency advice at the point of installation will be limited. On balance this is probably appropriate due to the cost of training up meter installers and the risk of mis-selling, but does mean consumers – particularly those who are already struggling with their energy bills – are unlikely to put information into action.

It’s absolutely critical that the in-home displays are installed as that’s where many of the savings come from.  It’s also going to be vital that smart works for pre-payment customers and that they don’t – once again – get penalised for the mere fact that they either can’t or choose not to pay for their energy in advance. And the programme will only save consumers money if they know what action to take on the back of better information, and have the ability to take control. This requires a close link to energy efficiency programmes, and trusted products, services and providers.

My job as a facilitator is to be objective and to create a space in which people are comfortable enough to share their views.  It’s something I think I’m quite good at.  But sometimes little knots of anxiety build up about the way in which something is going – which is why I guess blogging is good!