Smart support: Support for vulnerable consumers in the smart meter roll-out

Smart support: Support for vulnerable consumers in the smart meter roll-out [ 0.94 mb]

As part of a government-led roll out, 53 million smart meters are set to be installed in homes and small businesses by 2020. The most recent figures published show a 33% increase in domestic installations, as compared to the previous quarter.

With such increases in the installation rate and related time pressures, it is important to understand the service some vulnerable consumers may expect to receive from suppliers. The process of installing smart meters can be very stressful and disruptive for some of these consumers and should be thoughtfully considered.

Last year, Citizens Advice issued an information request to energy suppliers querying how they have or plan to respond to vulnerability during the smart meter roll-out. We have been encouraged by some existing practice, but feel there is still progress to be made to ensure suppliers fully support consumers with specific needs.