Developing an Extra Help Scheme for vulnerable smart meter customers
Citizens Advice were concerned that consumers in vulnerable situations could miss out on potential benefits of the £11 billion smart meter rollout, which they will be helping to fund through their energy bills. With this in mind Citizens Advice commissioned research from NEA to learn from other schemes that have helped vulnerable consumers through change. The resultant research was designed to help delivery partners shape their plans, answer questions such as how to define vulnerability, the importance of choice, and the role of different communication channels.
September 2014 | Authors: NEA & Citizens Advice