Smarter protections: Potential risks for consumers in a smart energy future
Decarbonisation, decentralisation, and digitalisation are driving changes in the market, challenging how people might experience energy in the future.
A key enabler of this change will be the technology people bring into their homes and how they choose to use it. Citizens Advice has been looking at the customer journey as people buy, use and experience problems with these technologies as part of our Future Energy Consumers work.
For us, there are three main themes emerging from the work - control, understanding and support when things go wrong.
This report is based on a six week desk based research, which included an interactive workshop between Citizens Advice and the Energy Systems Catapult.