You're absolutely right in that customer engagement will be key to the successful rollout of smart meters and the concern about how the more vulnerable customers may react to the new technology is one that we take very seriously. We expect that there'll be a customer engagement plan at two levels. Firstly, a generic Government led campaign, similar to the digital switchover approach and, secondly, a targeted campaign from suppliers aimed at supporting their customers through the process.
It's fully expected that consumer groups, housing authorities and local councils will all be involved in the process and the main aim will be to explain and to reassure customers. We're still at the planning stage at the moment and feedback from our own smart metering trials will be vital to help us form our customer education approach will be the customer feedback from our smart metering trials.
If you have any useful feedback that would help us to ensure that the education process is clear and easy to understand we would be pleased to hear from you. Please contact the smart metering programme team at smart.metering.programme@npower.com.
