Smart Energy GB | Stakeholder Workshops | October/November 2014
Compiled Questions from Car Parks
Questions about smart meters / IHDs
Will meters meet demand and quality standards?
Suppliers are responsible for rolling out meters to their customers and must meet installation targets set by Ofgem or risk being fined.
During the installation, suppliers are required to inform customers of what to do if there is a fault with the smart metering system. If the IHD is found to be faulty within 12 months of installation it will be repaired or replaced. More details can be found in the smart meter code of practice on gov.uk.
How do we know meters will transfer data between suppliers effectively?
One of the key requirements for the programme is that meters are interoperable between different suppliers. Once the national communications network that will carry all smart meter data is set up, domestic customers will be able to switch supplier, confident that the core services supported by the smart meter will be maintained. Before it is set up, customers can still switch supplier, but their smart meter may operate as a traditional one until that communications network is up and running.
If I change supplier do I need to get a new smart meter or IHD?
No, the equipment all has to meet common standards which ensure they are interoperable.
Will the smart meter display (often referred to as the IHD) reflect the actual same value as the bill (i.e. include VAT and other charges)?
Smart meters will show spend on electricity and gas in pounds and pence in near real time. There may some reasons why occasionally a bill won’t exactly match what an IHD is saying. It could be because currently the display may not include VAT or standing charges which are part of the tariff. If customers have any questions about their bills they should contact their supplier.
What happens if the IHD is lost or broken? Who pays for replacement? Can you have more than one IHD? How long do IHDs/meters last? Is the IHD powered by batteries?
Suppliers must offer an IHD at the point of installation of smart meters. These can be operated on the mains, and some also have the option of being battery-powered.
If the IHD is found to be faulty within 12 months of installation, suppliers are obliged to repair or replace it.
If the IHD is lost or broken there is currently no obligation on suppliers for it to be replaced for free – although some will, as a gesture of goodwill.
Smart meters should last the same period of time as traditional meters and will be due for replacement after 15 years.
How is personal data protected and how do you prevent hacking? What are the data security features? Who owns the data?
An important principle of the smart meter system is that data belongs to the consumer. Energy companies can only access the data they need to prepare a bill; consumers must give their express consent for their energy supplier to access any more detailed data. There is a year’s worth of data stored on the meter and if they choose to, consumers can give their energy supplier permission to receive daily or even hourly readings, but permission has to be given and this decision is for each individual to make.This means that consumers are protected against third parties of any type accessing their data and using that knowledge to bombard with sales calls, or any other type of cold calls.
Security was at the heart of the whole smart meter rollout programme from its very inception, and right through the design work. The security systems of the smart meter programme were developed with support from the Government’s National Technical Authority for Information Assurance and the programme has had a specific Security Technical Experts Group working through its development, to ensure that best practice in security has been incorporated at every stage.
Will new smart meters be located in better positions?
Smart meters will replace your old analogue meters, usually in their existing location, and will connect to an in-home display that you can keep in a location convenient to you in your home – perhaps in the kitchen. This will deliver greater ease of access to information for consumers.
Do I have to have an IHD or can I use a mobile phone app or internet site?”
Smart energy displays, often called in home displays(or IHDs) must be offered by suppliers but there is no compulsion on a customer to accept one.
The IHD will always be connected to the gas and electricity meters so while the consumer is at home it will always be able to see energy usage, with no additional costs (as there might be with mobile phone or broadband charges).
Mobile phone apps or internet solutions could give remote access to the data but will not be as instantaneous as the IHD when showing what is being spent. Consumers should choose what best suits their lifestyle and there is nothing to prevent customers using their IHD and any additional options to view energy data that their supplier offers.
Questions about rollout programme, tariffs and suppliers
What is the situation for landlords and tenants?
Whoever pays the energy bill can choose to have a smart meter installed. The data remains private to the bill payer and there is no additional cost for the installation.
Where landlords include energy costs as part of the rent they will be able to be charge an accurate amount for the energy used as they will not be relying on estimates. This will be a particular benefit when tenants are leaving a property. As smart meters also store data on energy use this will mean fewer disputes over costs as the usage data will be easily available.
What happens in blocks of flats?
Each supplier will change the meters for their customers in the flats and this means residents may receive smart meters at different times. The technical solutions are still be finalised meaning that residents are not likely to be offered smart meters until later in the programme.
If a previous tenant/owner refuses installation, can the subsequent tenant/owner request installation (especially after 2020)?
Yes, providing they are the bill payer.
Will customers be able to switch without being missed out during rollout?
Yes, all suppliers are responsible for rolling out smart meters to their customers by 2020. If not they face fines from Ofgem.
How long is usage support provided (e.g. if tariff/billing cycle of different lengths)?
Energy suppliers are responsible for communicating and supporting their customers and therefore should provide ongoing support.
Will an off-peak tariff exist? Why so many tariffs rather than simple flat rate for domestic consumers?
It is the role of Ofgem to decide how many tariffs energy suppliers can offer. Currently they are allowed to offer 4 different tariffs.
There are already some simple time of use tariffs (e.g. Economy 7, Economy 10). Some policymakers think we will want more time of use tariffs in the future, to help the nation better manage energy generation and help consumers to reduce their energy costs where possible and this is one of the opportunities which smart meter roll-out offers.
Which company is supplying the equipment for gas and electric meters?
No one company is providing the smart meters and displays but they do all have to meet the specification set by government. It is the responsibility of the energy suppliers to order the equipment but some may wish for extra features beyond the specification.
Are smart meters available for oil or LPG bottled gas users? How does it link with solar panels?
Smart meters replace for gas and electricity meters. This programme does not include metering for oil or bottled gas.
Smart meters have the ability to record how much energy is being fed into the grid through micro generation, such as solar panels.
How many suppliers are there? Do smaller suppliers provide smart meters?
There are currently 87 registered domestic electricity suppliers and 65 registered domestic gas suppliers – some of these suppliers provide both gas and electricity.
It is a condition of the license of any registered gas or electricity supplier to “take all reasonable steps to ensure that a Smart Metering System is installed on or before 31 December 2020 at each Domestic Premises or Designated Premises in respect of which it is the Relevant Electricity Supplier”.
What is the rollout programme for businesses?
Larger businesses have already been provided with advanced meters. Small and microbusinesses are included in the national roll out of smart meters and will be offered equipment and installation by their suppliers.
Can community buildings apply?
The roll-out of smart meters for large non-domestic premises is not under the remit of Smart Energy GB. Individuals interested in these properties should contact their energy supplier if they are interested in receiving a smart meter for these premises.
Can you switch to pre-pay when a smart meter is installed?
Smart meters are able to operate either in pre-payment or in credit/ direct debit mode without having to get the meter changed. The bill payer can notify their supplier which payment method they prefer to have them changed over.
For customers with pre-payment meters, will smart meters on PAYG mode still be able to access emergency credit/go into arrears?
Yes.
Will pre-payment meter customers pay the same as direct debit customers or is this at the energy company’s discretion?
Smart meters deliver a much better experience for pre-payment customers, removing many of the causes of the “pre-payment premium” where pre-pay customers actually pay more than those customers on a direct debit, and also making pre-pay much more like “pay as you go” and so removing many of the difficulties of living with current pre-pay meters. As different meters will not be required and topping up will be easier, many of the costs which currently make prepay more expensive will be removed and Ofgem, the energy regulator has said that as the system will be cheaper to run, the premium should be removed.
Will energy suppliers be able to identify when a property is cut off?
Smart meters will allow automatic alerts to the power network and supplier if a house has lost power, which means that help can get there as quickly as possible to reconnect that home.
How many smart meters have already been installed? What is the total number estimated to be installed?
There are now over one million smart meters and advanced meters in homes and microbusinesses across England, Scotland and Wales.
The programme aims to roll out over 50 million smart electricity and gas meters to all domestic properties and smart or advanced meters to smaller non-domestic sites in Great Britain by the end of 2020, impacting approximately 30 million premises.
Will installers have a uniform policy in terms of uniform, ID cards?
There is a clear code of practice which all installers have to adhere to. The installer must identify themselves, the supplier they represent, and states the purpose of the visit. The Installer must also show a valid identity card which clearly displays the suppliers name and contact phone number, as well as the installer’s name and photograph.
Questions about consumer engagement campaign
Will you be providing materials to organisations to communicate hard-to-reach groups?
Yes, we will have a range of materials to ensure our messages are accessible and in addition will work with thousands of partners to communicate to those who are harder to reach. We do not want anyone to be left behind.
How will partner relationships be agreed? Via formal procurement?
There will be a public tender process to procure national partners engaging at scale.
Why is the programme not being rolled out on a regional basis?
Government decided that this should be a supplier-delivered roll out programme, and that means suppliers will choose when they offer installations to their customers in any particular area. Our communications programme will be closely matched to the suppliers’ roll out plans to ensure people are clear on what the benefits are and when they can access them.
Will information about vulnerable audiences gained at early stages be passed on to energy suppliers to help them plan installation?
A requirement of Electricity and Gas Licence conditions (26 for both) is to establish a Priority Services Register every customer they have and to ensure that they take account of vulnerabilities proscribed. SMICoP further directs that customer vulnerability is addressed during the installation appointment booking process, and that the Installer is to take account of any vulnerability during the installation process.
Will Smart Energy GB logo be on all communications from energy suppliers too?
This will depend on supplier but Smart Energy GB assets will be available for all energy suppliers to use as part of the campaign, should they choose to.
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