How advanced smart metering can achieve outstanding customer services

1. www.switch2.co.uk
Advanced smart metering &
outstanding customer services
How advanced smart metering for heat networks is
achieving outstanding customer services

2. History of community heating

3. History of community heating
1940
Coal distributed by
cart across towns
and cities

4. History of community heating
1940 1950
Coal distributed by
cart across towns
and cities
Smog (from coal
fires) causes
serious health
issues

5. History of community heating
1940 1950
Coal distributed by
cart across towns
and cities
Smog (from coal
fires) causes
serious health
issues
Did you know: The great smog of London
saw 6,000 deaths from air pollution in 1952
with 25,000 claiming sickness. The
Government acted by looking for ways to
heat homes more cleanly

6. History of community heating
1940 1950 1960
District heating
helps to deliver
heat cleanly to
high dense areas
Coal distributed by
cart across towns
and cities
Smog (from coal
fires) causes
serious health
issues
Did you know: The great smog of London
saw 6,000 deaths from air pollution in 1952
with 25,000 claiming sickness. The
Government acted by looking for ways to
heat homes more cleanly

7. History of community heating
1940 1950 1960 1980
District heating
helps to deliver
heat cleanly to
high dense areas
Coal distributed by
cart across towns
and cities
Smog (from coal
fires) causes
serious health
issues
Gas in the
Northern Sea: New
source of energy
Did you know: The great smog of London
saw 6,000 deaths from air pollution in 1952
with 25,000 claiming sickness. The
Government acted by looking for ways to
heat homes more cleanly

8. History of community heating
1940 1950 1960 1980
District heating
helps to deliver
heat cleanly to
high dense areas
Coal distributed by
cart across towns
and cities
Smog (from coal
fires) causes
serious health
issues
Gas in the
Northern Sea: New
source of energy
Did you know: The great smog of London
saw 6,000 deaths from air pollution in 1952
with 25,000 claiming sickness. The
Government acted by looking for ways to
heat homes more cleanly
Government
supports district
heating: Paris
Agreement, new
Regulations &
London Plan
2012

9. Meetingthechallengesofcommunityheating

10. Meetingthechallengesofcommunityheating
There is a definite move in the industry
to address these challenges of
community heating.

11. Meetingthechallengesofcommunityheating
There is a definite move in the industry
to address these challenges of
community heating.

12. Meetingthechallengesofcommunityheating
Lack of knowledge
Debt exposure
Customer
perception and
satisfaction
Caring for
vulnerable
residents
Poorly operated
schemes
There is a definite move in the industry
to address these challenges of
community heating.

13. Meetingthechallengesofcommunityheating
Lack of knowledge
Debt exposure
Customer
perception and
satisfaction
Caring for
vulnerable
residents
Poorly operated
schemes
Community heating scheme minimum
requirements should be:
There is a definite move in the industry
to address these challenges of
community heating.

14. Meetingthechallengesofcommunityheating
Reliable
heat
Comfort &
convenience
Affordable
heat
Lack of knowledge
Debt exposure
Customer
perception and
satisfaction
Caring for
vulnerable
residents
Poorly operated
schemes
Community heating scheme minimum
requirements should be:
There is a definite move in the industry
to address these challenges of
community heating.

15. Heatnetworksananswertolowcarbonheat

16. Heatnetworksananswertolowcarbonheat

17. Heatnetworksananswertolowcarbonheat
Over the last five years reports from Government have backed support for using
heat networks as a suitable method of producing low carbon heat in high dense
areas. And, with the Competitions & Marketing Authority (CMA) launching their
own research into the industry, it’s likely to remain a focal point in low carbon
policies in years to come.

18. What is smart metering?

19. What is smart metering?
A smart meter combines control and the costs associated
with utilities such as heat, hot water, gas and or electricity
within one device.

20. What is smart metering?
Pay-as-you-go
In-home
display
AMR
A smart meter combines control and the costs associated
with utilities such as heat, hot water, gas and or electricity
within one device.

21. How is smart metering relevant?

22. How is smart metering relevant?

23. How is smart metering relevant?
1Accurate and timely bills

24. How is smart metering relevant?
1Accurate and timely bills
2 Convenient PAYG and payment
options

25. How is smart metering relevant?
1Accurate and timely bills
2 Convenient PAYG and payment
options
3In-home display

26. How is smart metering relevant?
1Accurate and timely bills
2 Convenient PAYG and payment
options
3In-home display
4 Brings together cost and control

27. How is smart metering relevant?
1Accurate and timely bills
2 Convenient PAYG and payment
options
3In-home display
5Provides data for scheme
optimisation
4 Brings together cost and control

28. Bringing together cost and control

29. Bringing together cost and control
Budgeting
controls
Thermostat
&
programmer
Smart
metering
system

30. Bringing together cost and control
Budgeting
controls
Thermostat
&
programmer
Smart
metering
system
Delivering
Scheme
optimisation &
portfolio
management
Smart metering helps scheme
operators to optimise
efficiencies in the plant.

31. Are people ready for this?

32. Are people ready for this?
Research has shown that people want to know more about what
energy they are using and to pay for it using their phones.

33. Are people ready for this?
Research has shown that people want to know more about what
energy they are using and to pay for it using their phones.
76%
of adults have a
smartphone
88%
of people have
internet access
in their home

34. Are people ready for this?
59% of 18-34 year
olds are interested
in prepaying for
their utilities
Research has shown that people want to know more about what
energy they are using and to pay for it using their phones.
76%
of adults have a
smartphone
88%
of people have
internet access
in their home

35. Are people ready for this?
59% of 18-34 year
olds are interested
in prepaying for
their utilities
1 in 4
Residents prefer to use the
Switch2 app to pay for their
heating and hot water
Research has shown that people want to know more about what
energy they are using and to pay for it using their phones.
76%
of adults have a
smartphone
88%
of people have
internet access
in their home

36. Are people ready for this?
59% of 18-34 year
olds are interested
in prepaying for
their utilities
1 in 4
Residents prefer to use the
Switch2 app to pay for their
heating and hot water
Research has shown that people want to know more about what
energy they are using and to pay for it using their phones.
76%
of adults have a
smartphone
88%
of people have
internet access
in their home
With communication technology being readily available, so should the
options of paying and viewing their energy accounts.

37. It’s not all about technology

38. It’s not all about technology
Smart
equipment

39. It’s not all about technology
Smart
equipment
Anticipating
Resident
needs

40. It’s not all about technology
Smart
equipment
Anticipating
Resident
needs
Online
services &
social media

41. It’s not all about technology
Smart
equipment
Anticipating
Resident
needs
Customer
services,
engineers &
events
Online
services &
social media

42. It’s not all about technology
Smart
equipment
Anticipating
Resident
needs
Customer
services,
engineers &
events
Online
services &
social media
Feedback &
surveys

43. Key takeaways
• Smart metering roll out means that all homes across the UK will have a
smart metering installed
• Smart meters provide cost transparency to the resident, enabling them to
understand their heating needs
• It’s not just about money, residents should have various payment methods
on offer in order to pay for their heating. This should be part of the smart
system as a standard
• But it doesn’t stop at technology in the home. Communication technology
should be considered to ensure outstanding customer services is achieved