Written evidence submitted by British Gas (SME0040)
How is British Gas ensuring vulnerable customers can benefit from the smart meter roll-out?
Background
British Gas recognises that our customers are not all the same and some customers will require more support than others through the smart meter roll-out.
We take the needs of our vulnerable customers very seriously and we have robust processes in place to capture information about our customers, so we know which customers are vulnerable and the additional support they might need though the roll-out.
We are also working closely with the energy industry, Smart Energy GB and third sector partners to begin to develop and test solutions so we can overcome some of the barriers different customer groups face.
Identifying vulnerable customers
Governance
British Gas goes to significant lengths to correctly identify vulnerable customers so we can ensure customers with different needs can benefit from the smart meter roll-out.
We have a dedicated vulnerable customer team that works across British Gas to support continuous improvement in the way we serve vulnerable customers and who also work with third sector organisations, such as MIND, RNIB, and Action on Hearing Loss to improve our understanding of the needs of different groups of people.
Processes
We also have processes in place to ensure we correctly identify customers that may be considered vulnerable and we make use of every touch-point with customers to collect key information and enhance our knowledge.
We are currently reviewing Ofgem’s Priority Services Register and making use of existing customer data, to ensure the information we have is accurate and up to date. We also ensure that our systems share relevant information across all parts of the business.
Training
British Gas also trains its front-line staff so they are equipped to identify potential vulnerability. In the last year, we provided over 20,000 hours of vulnerability training to our call centre staff.
Our engineers are also trained on all aspects of vulnerability so they can recognise characteristics and provide assistance. They are also trained to recognise that different customers have different needs and they are able to tailor the energy efficiency advice they provide accordingly. A smart meter engineer’s vulnerability training includes:
- Information on the Priority Services Register and how to ensure a customer is signed-up to this
- Different smart meter communication options, such as Braille or large print bills
- Information on how we can assist customers through referrals to charities, including the British Gas Energy Trust
- Additional services available, such as a password and nominee scheme, appliance adaptors and meter repositioning
Ensuring vulnerable customers can benefit from the smart meter roll-out
Understanding different types of vulnerability
British Gas is committed to ensuring that our vulnerable customers can benefit from smart meters. To do this, we are balancing prioritising our vulnerable customers for smart meter installations, with ensuring that we can offer a robust and reliable service that meets their requirements.
Different types of vulnerability will have different requirements in the smart meter roll-out. For example, some customers may struggle to understand the offer of a smart meter, but be comfortable with the installation itself and others may need adaptations to the in-home display. The characteristics which may present barriers for smart meters are broad and range from being partially sighted or physically disabled, to not having digital skills or not speaking English.
British Gas has already carried out a full audit of our vulnerable customers so we can understand where additional solutions might be needed. As a result we have identified around 80,000 vulnerable customers who can benefit from smart right now and we have started offering smart meters to these customers.
Partnership working
Smart Energy GB, supported by the energy industry and other partners, such as National Energy Action, has carried out research to identify the barriers that might exist for different groups of people, so energy suppliers can ensure they have products and processes in place to support them.
Smart Energy GB has also launched a new fund aimed at supporting people and communities that may face barriers to getting a smart meter, including: people with disabilities, pre-pay customers, private tenants; and social housing tenants. As part of the scheme they are providing community groups and not-for-profit organisations with grants to carry out engagement projects.
Testing and developing different approaches
We have also started working with different partners to test and develop different approaches for groups of customers with additional requirements. Examples include:
- Developing an in-home display for the visually impaired – we have been working with RNIB and Energy UK of the last few years to understand the needs of visually impaired consumers. As a result of this, RNIB is working with smart meter manufacturers to develop a bespoke in-home display.
- Supporting customers where English is not the first language – we have call centre translators available for smart meter customers who contact us and English is not their first language. We have also been working with UK Power Networks, National Energy Action and local community partners to trial the installation of smart meters in more vulnerable communities in East London. As part of this pilot we have used Bengali speakers and local community groups to help us to install smart meters and ensure these customers benefit from the roll-out.
- Dementia training – British Gas’ smart meter team is part of the Dementia Friendly Pilot. We have started to review the customer experience for customers with dementia and have trained over 200 ‘Dementia Friends’ and 30 ‘Dementia Champions’. In the coming months we will also be engaging our smart meter engineers in this pilot.
- Carers – some customers require the support of carers at the installation of the smart meter and afterwards. We have a clear process in place for this and the smart meter engineer knows who they need to contact on the day and who should be present at the time of the installation. We also have a nominee scheme so smart meter correspondence can be sent to a nominated person.
- Smart prepayment meters – we are committed to ensuring that our customers on prepayment meters can also benefit from smart meters. We are trialling over 60,000 of these in customers’ homes and all our smart meter engineers are trained to install and provide guidance on the use of these meters. Smart prepayment meter customers will no longer have to go to the local shop to put money on their meter, instead they can do this online, over the phone or via an App.