Giulia Privitera energywise Project Lead

Transcription

1 Giulia Privitera energywise Project Lead

2 Introducing UK Power Networks Three distribution networks London East of England South East of England End Customers Service Area Underground Network Overhead Network Energy Distributed Measure 8.2m 29,250km 2 139,000km 46,500km 84.8TWh % of industry 28% 12% 29% 15% 28% Peak Demand New Connections Customer density 16GW 130,768 n/a 35% 44 per km n/a Distributed generation connected ( ) 3GW 25%

3 Fuel poverty and energy efficiency Energy efficiency initiatives are key to reducing fuel poverty Smart meters have the potential to play a key role in enabling households to be more efficient and reduce their energy costs Inclusive to all, including vulnerable, low income and hard-to-reach customers

4 The challenge Fuel poor customers can benefit considerably from these initiatives but have limited ability to access energy saving technologies Little research to date about the impact of smart meters and time of use tariffs on fuel poor customers Marginal role traditionally played by DNOs in delivering energy efficiency advice to these customers

5 Key questions What is the best way to engage with this customer base? Engagement strategy Customer needs Deliver energy efficiency Do we fully understand our vulnerable customers and the needs of those in fuel poverty? What is the DNO s role in delivering energy efficiency measures to help them manage their energy costs?

6 Awarded 3.3m in 2013 (Total Project Cost 5.5m)

7 Explores how to support fuel poor customers and allow them to participate in energy saving and demand side response (DSR) opportunities. Ultimately helping DNOs both in shaping their engagement strategies and managing networks using flexible alternatives.

8 Customer offer Demand profile at a glance Trial 1: Energy Saving Trial 2: Energy Saving & Demand Side Response Smart Meter & Smart Energy Monitor Smart Meter & Smart Energy Monitor Energy Efficiency devices & advice Energy Efficiency devices & advice Time of Use (ToU) tariff

9 Gaining insights into Best approaches to engaging with the fuel poor regarding their energy use How DNOs can work with energy suppliers and local organisations to deliver energy saving and DSR campaigns Smart meter infrastructure, including prepayment smart meters, and the benefits they can bring to customers How best to roll out smart meters in Multi- Dwelling Units (MDUs) How a change in demand from these customers may benefit the electricity network

10 Our approach to customer engagement Tailored materials Face to face support Contact from trusted local organisations Dedicated, local based Customer Field Officer team: Lead on recruitment and engagement Dedicated freephone support line Support British Gas in booking appointments and facilitating access to properties Delivery of energy efficiency devices

11 Key Outcomes: Recruitment 1,352 households approached 538 signed up: 328 credit 210 prepayment Main reasons for signing up Opportunity to save money Better visibility of energy bills Offer of free devices Easier top-up for prepay customers Taking part in interesting project 82% via door knock Door-knock Invitation letter Home visit Outbound call Inbound call

12 Engaging with customers Working with community partners is invaluable when engaging with vulnerable or hard to reach customers Customer Field Officer team or other trusted organisations that understand the culture of target communities and can speak local languages I wasn t sure of the offer when I read the letter, but an amazing lady came and explained in detail the process and that it would fit around my schedule. They (the Customer Field Officers) explained what the project was about clearly and in a professional manner. Be mindful of any relevant religious festivals or customs (e.g. Ramadan) Recruiters working in pairs, involving a diverse team (incl. women)

13 Engaging with customers Income Generally low income households with many in receipt of benefits Diversity More than half primarily speak Bengali or a mix of English/Bengali at home Other primary languages include French, Chinese, Somali and Portuguese Age & vulnerability ~ 1 in 5 has a member over the age of 65 ~ 1 in 4 has a child under the age of 5 Home Energy Survey The energywise approach was: effective in identifying households that may be struggling with their energy bills suitable for the demographic of the area inclusive to all resulting in a mix of different ethnic groups and age bands

14 Understanding our customers Electricity usage and energy related issues are not a specific concern for this group Energy Social Capital Survey More than 80% know people in their social networks they can turn to for energy-related matters 45% had a conversation in the last six months related to electricity Media or other organisations as sources of information and advice High level of trust in the local community, while only 21% trusting people in general. Through panels & interviews they told us that they are wary of schemes that are encouraging them to switch energy supplier they value highly visual communication delivered through a choice of media

15 Key Outcomes: Installation Trial 1 installations completed: 227 credit and 67 prepayment smart meters plus 61 monitoring devices installed 210 eco-kettles, 210 standby shutdowns and 624 LED lightbulbs gifted to participants Successfully demonstrated the UK s first end-to-end installation of residential smart meter sets operating across a MDU building with difficult meter arrangements

16 Delivering energy efficiency Installation process is best managed by energy suppliers Installation process should be as hassle-free as possible A single point of contact and one visit only to a household also works best Third parties can play a useful role in terms of initial engagement and any necessary additional support (e.g. providing access) It was fine; they showed up when they were supposed to. They were not too disruptive. There was no problem whatsoever with the installation. The meters man - he was brilliant. Another man installed the monitoring equipment - he was very nice and explained everything Someone from energywise came along too. They helped to explain everything and what was happening. They made me feel at ease.

17 Delivering energy efficiency Seeing how much I was spending amazed me.me and my son (who's 5) turn all the lights off now. You can manage your budgets much better. The LEDs are fine. They make a difference to my bill. They brighten up really well The kettle is brilliant. You can just fill up what you need, rather than too much The new meters are good. I've heard the scare stories, but I wouldn't want to change it. I m on a pay as you go meter. It s great to see on the energy display how much energy I m using, and when I need to top up.

18 Demonstrated best practices to engage with hard-to-reach communities Engagement strategy Customer needs Deliver energy efficiency Contributed to understand our vulnerable customers and the needs of those in fuel poverty Successfully delivered energy efficiency measures in collaboration with energy supplier and local trusted parties

19 Next steps Analysis of the full year of trial 1 electricity and network data and publish results from the energy saving trial Recruitment of active participants onto the Demand Side Response trial Offer of a ToU tariff that is easy to understand and deploy; and investigate how the fuel poor respond to the tariff For further information: innovation@ukpowernetwoks.co.uk

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