Ofgem’s Smart meter guaranteed standards: Supplier Guaranteed Standards of Performance consultation

NEA welcomes the proposals to enhance the consumer experience of smart meters, particularly the focus on post-install aftercare and remedy. NEA has continually advocated that Ofgem uses and enforces its existing regulatory controls in this area, to better support, engage, and protect consumers through the rollout. This consultation represents a positive and significant step towards that end.

NEA strongly believes that the smart meter rollout has the potential to provide real benefits for vulnerable and low-income households. In particular, the capacity of smart meters to end estimated billing, to provide greater control over personal energy use, and to make payment for ‘pay as you go’ energy much more convenient are key aspects of the rollout for fuel poor households. Many low-income consumers ration their energy use, particularly during the winter due to fear of a shock bill. Smart meters will help put consumers in control of the energy they are using and give them clear oversight of the cost. Smart metering is also a central part of the journey towards a more flexible energy system, where consumers can access time-of-use tariffs and participate in flexibility schemes. In recognition of these benefits, National Energy Action strongly advocates for, and engages in, ensuring that vulnerable and low-income consumers have access to information and support so that they are not left behind in this transition.

Our response to this consultation is based around three key themes:

• Ensuring that vulnerable and fuel-poor households are supported through the smart meter rollout and enabled to access the smart-enabled future energy market
• The need to prioritise and provide clear communication to vulnerable households through all stages of the smart meter install and remedy journey
• The need to consider consumer detriment against the feasibility and mandated pace of smart meter remedy standards

 Each of these is summarised in the attached document, before an expansion of our ideas in the answers to the questions posed in the consultation.