CCW calls for clearer smart meter rollout comms for business customers

(by Karma Loveday)

Inadequate communication is preventing some business customers from realising the full environmental and cost-saving benefits of smart meters. That’s according to research from the Consumer Council for Water (CCW).

The watchdog sought views from a mix of large, small and medium-sized businesses (SMEs) across England, including those that had recently received a smart meter and those awaiting an upgrade. It mapped the end-to-end journey from first contact with the customer, through to life after installation of a smart meter.

The research showed the word “smart” often creates expectations shaped by experiences of smart energy meters, such as access to near real‑time usage data through a portal or app. However, many businesses report a “data void” after installation, with access to usage information not consistently available or clearly explained. Fewer than a third of the SMEs interviewed appeared to have access to any consumption data.

The research also underlined that water remains a low priority for many SMEs. CCW said communications about smart metering can be skim‑read or missed altogether, increasing the risk that businesses delay booking installations or remain unclear about what to expect. It found that businesses want straightforward answers to basic questions, including whether installation is mandatory, whether it is genuinely free, when data will be available and how to interpret changes to their bill.

CCW argued there is clear need for simple, well‑timed and practical communications throughout the installation journey, to help businesses understand what to expect and how to make use of smart meters over time.