There are several requests for comment and feedback available right now. If you’d like to have your say on any of these issues, you’ll find more details below:

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OFGEM

“Call for evidence: data-matching and benefit letter evidencing routes in ECO4 and Great British Insulation Scheme”

We are calling on views and evidence from all interested parties to help us shape our thinking on methods of evidencing Help to Heat Group membership under ECO4 and low-income group membership under the Great British Insulation Scheme.

We are seeking written comments to these questions by 11.59pm on Monday 11 November 2024. Please send comments to ECO@ofgem.gov.uk.

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OFGEM

“Refreshing our Consumer Vulnerability Strategy”

We are consulting on our proposals for a refreshed Consumer Vulnerability Strategy.

Everyone is welcome to share their views and help us develop the updated strategy.

We particularly encourage responses from: 

consumer groups
charities
suppliers
network companies
consumers

You can learn more, and respond through this webpage: www.ofgem.gov.uk/consultation/refreshing-our-consumer-vulnerability-strategy

Closing date = 05/11/2024

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Liverpool City Region Combined Authority

“Public consultation over world’s largest tidal power scheme”

• First public consultation for Mersey Tidal Power project
• Formal planning process has also begun
• ‘First of a kind’ project could provide clean, predictable energy for 120 years and power hundreds of thousands of homes
• Consultation to include events and new website
• Project could create thousands of jobs and a new walking and cycling route across the River Mersey

You can learn more, and respond through this website: https://lcrlistens.liverpoolcityregion-ca.gov.uk/merseytidal/

Closing date = 15/11/2024

We are delighted to confirm the welcome return of the LEAP Boiler Scheme, to support vulnerable, low-income homeowners to receive a fully funded visit from a Gas Safe Register heating engineer, to assess a recently-broken (i.e. broken down within the past 12 months, or exhibiting an intermittent fault) wall-mounted, gas central heating boiler.

Wherever possible the heating engineer will fix the boiler during their visit. If the boiler is beyond economical repair, the heating engineer will book themselves back in to conduct a 2nd visit, during which they’ll replace the boiler.

Funding is allocated on a first-come, first-served basis, and is expected to run through to the end of March 2025, or until funds are exhausted.

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LEAP Boiler Criteria 2024-25

Homeowners with a broken boiler and in a “no heat situation” must meet the following criteria:

1a) Claiming means tested benefits

• Income-related Employment and Support Allowance
• Income-based Jobseeker’s Allowance
• Income Support
• Pension Guarantee Credit
• Child Tax Credit / Working Tax Credit
• Universal credit
• Housing Benefit

Or

1b) Total annual household income less than £31,000

And

2) There must be someone in the household who is:

• Aged 65 or over, or
• Aged under 5, or
• Suffering from one of the following health conditions:
  • Cancer / Terminal illness
  • Cardiovascular condition
  • Respiratory condition
  • Disability (affecting mobility)
  • Mental Health Condition

Referral Process

• Refer your client to us using the “General Referral Form”, found here: www.epplus.org.uk/referrals
• Please make sure on your referral that you select the option confirming the client is in a no heat situation, plus any vulnerability present in the home.
• Upon receipt of your referral we will check client eligibility for a LEAP home visit. It is only during the home visit that a LEAP assessor will register the client as being eligible for support through the LEAP Boiler Scheme. This cannot be actioned outside a home visit.

For further information, or to request an update on a referral you’ve submitted, please call our Save Energy Advice Line free on 0800 043 0151, or email us at advice@epplus.org

To refer yourself for consideration you can use the above contact details, or complete a “self-referral” by clicking here.

Ofgem has published the interim findings from their Energy Consumer Satisfaction Survey.

Here is an overview of the main points:

• overall satisfaction with energy suppliers has continued to increase, rising to 78% in July 2024 from 73% in January to February 2024
• satisfaction with customer service (71%) has increased since the last wave of the survey, and is at the highest level seen since September to October 2021
• consumers’ experience of contacting their supplier has improved, with 70% finding this ‘easy’ in July 2024, compared with 65% in January to February 2024
• 8% of survey respondents reported making a complaint, consistent with January to February 2024, with satisfaction levels with the overall handling of the complaint remaining low (47%)
• 71% of those who reported that they ran out of credit or fell behind on energy bills for affordability reasons said they had contact with their supplier about this, compared with 60% in January to February 2024
• 18% of those who had run out of credit or fallen behind for affordability reasons reported that their supplier proactively contacted them to discuss this, a return to levels reported in August to September 2023

Methodology

Fieldwork for the survey was conducted from 10 July to 1 August 2024. 

The data reported reflects customers’ perceptions of their supplier and the service they receive based on surveying 3,750 domestic energy bill payers across Great Britain (England, Scotland and Wales). The survey used a mixed mode data collection, including face-to-face interviewing with digitally excluded respondents. Quotas were set on age, gender, region, Index of Multiple Deprivation (IMD), ethnicity and payment type to achieve a sample representative of households in Great Britain. 

A sample boost of prepayment and standard credit customers was also included in this wave of the survey. These customers were boosted to increase the sample size and allow for more robust analysis of these groups. 

You can read this interim report on Ofgem’s website, here: www.ofgem.gov.uk/publications/energy-consumer-satisfaction-survey-july-2024-interim-findings 

The UK’s last coal-fired power station closed on the 30th of September, nearly 142 years after the world’s first coal-fired power station was built in London, by Thomas Edison.

“It’s a really remarkable day, because Britain, after all, built her whole strength on coal, that is the industrial revolution,” said Lord Deben – the longest serving environment secretary.

The point of no return

In 2008, the UK established its first legally binding climate targets and in 2015 the then-energy and climate change secretary, Amber Rudd, told the world the UK would be ending its use of coal power within the next decade.

Dave Jones, director of global insights at Ember, an independent energy think tank, said this really helped to “set in motion” the end of coal by providing a clear direction of travel for the industry.

But it also showed leadership and set a benchmark for other countries to follow, according to Lord Deben.

“I think it’s made a big difference, because you need someone to point to and say, ‘There, they’ve done it. Why can’t we do it?'”, he said.

In 2010, renewables generated just 7% of the UK’s power. By the first half of 2024, this had grown to more than 50% – a new record.

The rapid growth of green power meant that coal could even be switched off completely for short periods, with the first coal-free days in 2017.

You can watch how Britain is generating electricity today, at Gridwatch

OVO has agreed to pay a total of £2.37 million in compensation and redress payments after Ofgem identified a number of failings in how the supplier handled customer complaints.  

The regulator identified that 1,395 OVO customers were affected by issues including lengthy delays in addressing complaints, in some cases up to 18 months, and delays actioning the Energy Ombudsman’s decision when complaints were progressed.  

OVO will pay £378,512 in compensation directly to affected customers and has also paid an additional £2 million to the Energy Industry Voluntary Redress Scheme in recognition of the severity of consumer detriment caused.  

Affected customers will be contacted directly by OVO, and do not need to take any action. 

Following Ofgem’s intervention OVO has increased its complaint handling resources, enhanced its complaints management system and improved its case management processes to make sure senior colleagues have oversight of complaints. 

Jacqui Gehrmann, deputy director of retail compliance at Ofgem, said: 

“Energy is an essential service. When things go wrong, it can cause consumers a lot of distress. In this case OVO failed to adequately protect and respond to their customers when it was needed most. This is not acceptable. 

“We are committed to driving up standards for consumers across the board, and this action serves as a reminder to all energy companies that we will not hesitate to take swift and definitive action when they fail to comply with the rules.” 

The regulator identified key areas of improvement including upgrading its complaint handling system and addressing resourcing issues. Ofgem then asked OVO to provide a plan on how it would address and resolve these issues. 

The Energy Ombudsman commented: 

“We welcome today’s news that following compliance engagement between Ofgem and OVO, consumers will be compensated for OVO’s failures to implement the remedies set by the Energy Ombudsman. 

“Our role is to resolve disputes between consumers and energy suppliers, providing independent and impartial decisions that ensure fair outcomes. These decisions are legally binding, and suppliers are required to implement them within 28 days. While the majority of resolutions are carried out on time, there are instances where consumers face unacceptable delays.

“It is reassuring to see that this investigation is now concluded, and that OVO has reviewed and improved its systems and procedures.”   

The current round of the Household Support Fund started on the 1st of April, and is due to end on the 30th of September, or once funds are exhausted, whichever is sooner.

Through this scheme, Local Authorities are provided with funds from central government, and are able to deliver programmes of support for some residents. During Round 5 we have been delivering financial support for low-income, vulnerable residents in Halton, Sefton and Wirral.

We would like our referral partners to note that, due to high demand for the scheme, we can no longer accept referrals for financial support for non-prepay customers in either Halton or Sefton. Referrals for Wirral residents will continue until further notice.

We can still accept referrals for fuel debt, and help with heating, in all areas, but we will assess client eligibility for alternative sources of funding, as these aspects of Household Support Fund have also now been fully allocated, apart from Wirral, where applications for fuel debt reduction will continue until further notice.

We were pleased to read in the news this week that government intends to launch Round 6 of the Household Support Fund, to run from October through to March 2025. We will provide a further update in due course, to confirm whether this will lead to a relaunch of these aspect of our support vulnerable residents. In any event, there may be a gap between Round 5 closing and Round 6 launching, while our Local Authority partners agree details with government.

On 11 July 2024, Energy Projects Plus attended National Energy Action’s first smart meter symposium in London.

The event brought together over 60 attendees from across a range of sectors to reiterate
the plethora of benefits smart meters offer; examine what challenges consumers face; and
to collaboratively discuss solutions, opportunities and priorities for the remainder of the rollout.

The following summary provides an overview of attendee’s feedback throughout the different
discussion sessions. This is reflective of the views shared by attendees on the day and not
the view of Energy Projects Plus, or National Energy Action.

Attendees were asked how the smart meter rollout campaign could incentivise customers:

• National focus/promotional plan on smart meters with targeted consistent communications. Help needed to overcome historical barriers which are still entrenched.
• Energy suppliers to link in with trusted community groups/intermediaries who can then offer follow-up support or home visits.
• Provide free smart meter training for third party advisers who are face-to-face with customers.
• Incentivise charities/community groups to make client referrals directly to energy suppliers
• Suppliers to address previous issues via a dedicated consumer-facing smart meter team. If a meter cannot be fitted at the current time, explain why and what the alternative solutions might be. This would improve the experience for households.
• Requirement for energy suppliers to offer or signpost people on the priority services register to an organisation that can provide one-to-one advice on smart meters.
• Education and info sharing – how they work/benefits/myth bust one-to-one. Manage expectations e.g. explaining how savings are not automatic, but the smart meter and in-home display can help.
• Nuanced messaging as we don’t want vulnerable people to reduce their consumption.
• Give practical examples i.e. ease of accessing financial support such as EBSS discount applied directly to smart meter accounts during the energy crisis; cost savings as not having to travel to vend.
• A referral to home energy efficiency advice (national or local) or energy efficiency measures (low cost or extensive measures).
• Energy suppliers to communicate with consumers about time-of-use tariffs to reinforce the financial benefit.
• Trust issues could be improved by guarantees for service/what they can expect.
• Further price differentials for DFS or DSR participation (but concern this would benefit EV drivers disproportionately).
• All parties need to be focused on articulating the benefits, especially for those who prepay for their energy or for people in vulnerable circumstances.
• It should be an enhanced, clear right for tenants to request a smart meter.
• Explain how half-hourly readings benefit overall management of our energy system and communicate how the energy market will change.
• Suppliers offering ‘carrots’ to consumers rather than ‘sticks’, but requirements could be enforced in some cases e.g. installed alongside grants.
• Meaningful aftercare.
• Financial incentives for consumers, e.g.:

• • Offer shopping vouchers/gift cards (although some suppliers have tried this previously and it only led to a 4% conversion rate)
  • Free energy or discounted energy
  • Welcome bonus
  • Refer a friend
  • Competitive tariffs for smart meter owners
  • Recognisable reward schemes – partnerships with Nectar/Tesco Clubcard
  • Cash rewards or household incentives for successful access to property/repeat appointments due to tech issues or cancelled visits due to supplier capacity.

Attendees were asked how we could adapt the smart meter journey for people with different vulnerabilities:

• More research needed on benefits of smart for different characteristics based on Priority Services Register needs codes and working with specialist charities to drive awareness.
• Outbound calls/texts to different types of customers based on their needs
• Vulnerability training for smart meter installers – enabling them to recognise vulnerabilities and what support might be needed leading up to, during and after an install.
• Instances of customer vulnerabilities not being known at point of installation – is there a better way of identifying vulnerable customers at the beginning of the smart meter journey?
• Priority services register – make customers aware of what this is and ensure smart meter benefits are built into the conversation.
• Promote via health service (e.g. OTs at the point of discharging patients).
• Additional support required for customers who are dependent upon electricity – could this come from a health partner e.g. include information on smart meters (and benefit of switching to credit mode if applicable) in literature/guidance on using electrical medical equipment at home?
• All parties (suppliers, consumer advocates, housing providers, local authorities etc.) to promote the accessible in-home display. Give free demo devices to charities/community groups who can then physically show them to their clients.
• Free in-home display replacements for vulnerable customers.
• Energy suppliers to partner more with trusted community organisations or charities e.g. RNIB to help visually impaired customers.
• Joining up consistent advice and referrals/handovers between advice providers or local or national agencies.
• Energy suppliers to follow up with vulnerable customers when there has been a power cut, to ensure that their smart meter is functioning correctly when back on supply.
• Education on consumer rights is needed e.g. when does the warranty run out? What are you entitled to if things go wrong with your smart meter? Who is responsible?
• Move away from app-only solutions, however there was also a request for apps to be compatible with iPads as that is often not the case. iPads have larger displays offering opportunities for larger text/design features/images.
• Review the aftercare offer – who best to provide this and address issues post install? Need to map out which agencies should be involved.
• Already have success with targeted local campaigns for people with health conditions/disabilities via the Smart Energy GB in Communities programme – draw on these learnings

Other points raised at the symposium:

• Locally based community organisations are in a position of trust, but they need funding and training to communicate the benefits and reach people face-to-face.
• Frontline advisers aware that clients have multiple issues meaning that smart meters aren’t a priority for them. Importance of building trust and recognising when it’s the right time to discuss it.
• Gas safety engineers can’t make required checks on appliances if the customer has self-disconnected and there are arrears from standing charges building up on the meter. It was queried whether a free phoneline and free energy top-ups for smart prepay could be provided in this instance to ensure they take place?
• Need to be looking ahead at the overall timescale for the rollout (and RTS replacement) and how future challenges will be dealt with.
• Danger of creating a two-tier energy system where vulnerable consumers are left behind on legacy meters.
• Need for a centralised database of properties where smart meters cannot yet be installed and
  the reason – this would help industry to identify collaborative solutions.
• What can be done with smart meter data? Understanding of what can be done/who can access this data is quite opaque. How can we make more use of aggregated/anonymised data to support vulnerable households?
• Potential for more regulation, concentrated on specific tenures.
• How could the distribution network operators play a bigger role? What might this look like?
• Greater clarity is needed around who is responsible and accountable for what with smart meters to help overcome technical challenges.

Our Smart Meter fact sheet is available on our advice page, here.

Please contact info@epplus.org for more information