Overview of the GOV.UK Publication

Published by the Department for Energy Security and Net Zero (DESNZ) on 8 August 2025, the report explores how domestic and non-domestic consumers respond to the smart meter roll-out, particularly regarding maintenance visits and communication hub exchanges.

Key Findings:

• Smart Metering’s Role: It is central to enabling a flexible, decarbonised power system and helping households manage energy use and reduce bills.
• Maintenance Visits: Some smart meters require future maintenance to remain in smart mode. The research identifies what encourages or discourages consumers from accepting these visits.
• Message Framing: How the maintenance visit is communicated significantly affects consumer willingness to participate. Tailored messaging improves acceptance rates.

Behavioural Insights

• Consumers are more receptive when messages emphasise personal benefits (e.g., cost savings, convenience).
• Barriers include concerns about disruption, lack of understanding, and mistrust of suppliers.
• Vulnerable groups (e.g., low-income, elderly, or disabled consumers) may need additional support to engage effectively.

Supporting Internal Materials

Several internal documents and meetings reinforce and expand on the themes in the GOV.UK report:

• The Draft Framework for smart metering support outlines eight principles for supporting vulnerable and prepayment consumers, based on early behavioural trials.
• The smart metering policy framework post 2025 consultation document sets out obligations for suppliers to complete the rollout by 2030 and improve