With the United Kingdom set to deploy 53 million smart meters in 30 million households over the next eight years, a new report from Woodbridge, England-based Navetas Energy Management, Ltd., finds that there is still disinformation and confusion within the Commonwealth countries on both the specifics of the rollout and the benefits to consumers.

The report, “Time for smarter thinking” states that, even within the Big Six utilities— British Gas, EDF, E.On-UK, Npower, Scottish Power, and Scottish & Southern—few details are available. Calls to customer service teams painted a particularly worrying picture: Only half of them—at British Gas, E.ON (News - Alert)-UK, and Scottish Power— were clear that consumer would not have to pay for their smart meters.  Few could cite the key benefits of the program, aside from accurate billing and automatic meter readings.

Of the Big Six providers, only British Gas put a figure on savings (10 percent) that smart meters consumers could enjoy.  One customer service agent from a Big Six utility even stated, “it’s all a bit sketchy at the moment.”

The U.K. smart meter rollout is being implemented in two phases:

• The current testing and planning stage, which seeks to build consumer engagement and to educate ratepayers on the benefits of the technology; and  
• Full deployment, which will start in 2014 and is scheduled for completion by 2019—a year ahead of the previouslyexpected deadline.

The Navetas-published the results of a study into UK energy providers  found that, during phase one,

U.K. energy providers have been promoting energy saving initiatives, but their messaging is not aligned— making it difficult for consumers to compare providers and showing no signs of a set industry standard.

• British Gas and Southern Electric have promoted energy efficiency;
• EDF Energy, E.ON and Scottish Power have focused on fixed-pricing deals;
• Npower has communicated services, such as boiler care;
• Smaller companies, Good Energy and Ecotricity, have emphasized renewable energy; and
• New entrant Co-operative Energy has highlighted pricing promotions.

On the back of the report, Navetas’ CEO Chris Saunders set out a clear message to energy providers:

 “For the consumer, saving money is the key concern and energy providers have a lot to do to rebuild their trust following recent high price rises. The smart meter rollout is an initiative that will impact every household in the U.K .and it offers the opportunity for energy providers to deliver customers the services, cost savings and added value they want.

“Energy providers need to transform these devices from simple displays for consumers, to intelligent energy measurement and management systems in the home that will engage consumers and help them save energy,” Saunders stated, adding, “ It’s time for energy providers to find new ways of motivating and engaging consumers in their bids to become energy efficient.”