Dynamically Teleswitched meters and tariffs – Research into consumer experience
Reports, plans and updates
Publication date
Industry sector
Supply and Retail Market
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.