Dynamically Teleswitched meters and tariffs – Research into consumer experience
- Publication type:
- Reports, plans and updates
- Publication date:
- Last updated:
- Topic:
- Metering
- Subtopic:
- Radio Teleswitch
We commissioned the independent research agency Big Sofa to undertake qualitative research with DTS consumers from a range of GB locations and backgrounds. The research has provided additional information on the experiences of these consumers. In particular, the main findings are that:
- many consumers have a low awareness and understanding of their DTS arrangements and tariff
- people find this inherently complex heating system difficult to understand fully and operate efficiently
- the consumer base is often vulnerable and many find it difficult to access information and exercise supplier or tariff choice, even when this is available
- there is a perceived lack of interest by suppliers in explaining DTS arrangements to consumers and offering alternatives
- consumers may face additional barriers to exercising choice, e.g. a high cost for changing a DTS meter was often quoted to consumers who could least afford it.
The cover letter sets out our views in light of this research and our considered way forward.