Consumer Council for Water: Smart Metering Journeys

Water companies in England and Wales are expanding the rollout of smart water meters, with plans to have them installed in around half of all homes by 2030 to reduce demand on water resources and improve long-term water resilience in the face of climate pressures.

The Consumer Council for Water (CCW) commissioned Navigator Insight’s legacy agency, Blue Marble Research, to examine how water companies can better support customers in England and Wales with their understanding of smart water meters, their installation, and their journey of living with a smart meter.

CCW specifically sought to reach customers across a diverse range of water companies that had no water meter, a traditional meter, a smart-capable or fully smart meter, and a mix of previously metered and unmetered customers including those with vulnerabilities such as digital disadvantage.

Primarily a qualitative study that examined awareness and attitudes towards the water smart meter roll out, Navigator used an online, multi-stage process that included a platform to support participants through a detailed exploration of their experiences and expectations. We also carried out further research based on awareness, behaviour, preferences, and sentiment via an online survey and Computer-Assisted Telephone Interviews (CATI).

With almost two-thirds of households (64%) unable to recall seeing any information from their water company about having a smart meter installed in their property, water companies should be seizing more opportunities to raise awareness of smart meters and their rollout among customers. Despite this, over six in ten households (62%) support the smart meter rollout.

CCW will use these and other findings from Navigator’s report to support companies in improving their customer communication and engagement on smart metering and the potential benefits to people and the environment.

You can view a summary of the key research findings and download a copy of the full report on the CCW website at: www.ccw.org.uk/publication/smart-metering-journeys-for-household-customers

Image credit: Thames Water