How smart metering is achieving outstanding customer service on heat networks

Heat networks: A solution to decarbonising heat

 The spotlight is now on heat networks

There are many new initiatives that are putting heat networks centre stage: 

• The Heat Network Regulations 
• CIBSE/ADE Code of Practice CP1, providing minimum standards to design and operation of heat networks
• The Which? Report into customer protection 
• The Heat Trust, providing protection and minimum standards to customers on heat networks
• The BEIS report into the heat networks consumer survey 
• The CMA preliminary findings 

But first, what is a heat network?

A heat network is the general term to describe both community and district heating networks. They take heat from a central source and distribute it to buildings and apartments within the network. 

What is community heating? 

Community heating is a centralised heating system that supplies heat and hot water to one building block with more than one heat customer. 

Key issues: Uncovering the cracks

When things are not designed to the right loads of a heat network, many things can go wrong... here is just a few! 

• High heat losses from pipework
• High operating temperatures
• Poorly sized plant
• Incorrect design
• Poor customer experience
• Poor handover

Key issues: The apartment heating system

The apartment heating system is a key issue that must be perfected. The issues can be split into two sections:

What is a smart meter? 

A smart meter combines automatic meter reading with an in-home dispaly that allows residents to understand in real-time how much energy they are using. 

Smart metering can contain the following:

Automatic meter reading: This could include half hourly  or hourly reads being taken

In-home display - Providing transparency and information about their consumption history

Pay-as-you-go (PAYG) - Research shows that this is becoming increasingly popular! With 18-35 year olds preferring prepayment. 

Customer Access Device (CAD) - A protocol that allows third party devices to exchange data with the SMETs smart metering system.

Are people ready for it? 

Well, Switch2 statistics say yes! 

• 1 in 4 residents are using our Switch2 app to make payments
• 89% overall customer satisfaction thanks to PAYG smart metering
• 59% of 18 - 34 year olds are interested in prepaying for their utilities

How is smart metering relevant? 

• Accurate and timely bills
• Convenient PAYG
• In-home display
• Bringing together cost and control
• Data for scheme optimisation 

Scheme optimisation

• Understand loads (peaks and troughs)
• Reducing temperatures (flow and return)
• Reducing pumping costs