Policy and Advocacy


Smart for All: Understanding Consumer Vulnerability During the Experience of Smart Meter Installation: NEA for DECC and Consumer Focus.

This report for UK Government was one of the first to look at consumer vulnerability during the experience of smart meter installation and provide recommendations on how to optimise the vulnerable customer smart meter journey.

Following phase one, NEA was commissioned to examine more closely the support needs of vulnerable and low-income consumers that specifically relate to enabling and sustaining engagement with smart meters and in-home displays to maximise potential benefits. Fieldwork for the second phase of research took place during March 2013 and involved thirty-three participants from across the North East of England, Merseyside, East Midlands and London. The research adopted a qualitative approach and involved twenty-five depth interviews, predominantly by telephone and two focus groups. This second phase of research is presented in this report.


Developing an Extra Help Scheme for Vulnerable Smart Meters Customers: NEA for Citizens Advice.

This research looked at how suppliers and other stakeholders can help vulnerable consumers through the smart meter change. The rich detail of this research helps delivery partners shape their plans, answering such questions such as how to define vulnerability, the importance of choice, and the role of different communication channels.


Delivering a Smart System: Consultation on a Smart Meter Policy Framework post 2020

NEA responded to the Department of Business, Energy & Industrial Strategy’s Consultation on a Smart Meter Policy Framework post 2020. Our response emphasised the need for continued bespoke support to help vulnerable consumers realise the benefits of smart meters.


BEIS Smart Metering Implementation Programme: Consultation on future coordinated consumer engagement

NEA has welcomed and sought to strengthen the centralised consumer engagement that has been driven by Smart Energy GB. This has helped ensure a variety of communications channels are now being used to provide a consistent and engaging message of the benefits of smart.