Inclusive Smart Solutions (ISS), a £2.75m programme funded by the Department for Energy Security and Net Zero and led led by Energy Systems Catapult, has published a report on the barriers that prevent consumers, especially low income and vulnerable (LIV) consumers, from participating in a future energy system.

A smart and flexible future energy system that works for all consumers is critical to achieving Net Zero.

Key insights and recommendations

• There are seven characteristics indicative of households most at risk of being ‘locked out’ of a flexible energy system. These are: income, tenure, occupancy, health and disability, metering, housing type and those living alone.
• LIV consumers may have difficulty in finding out about energy flexibility, face barriers to accessing smart solutions and lack the means to use energy in a flexible way.

• When designing new products and services, innovators should follow three key principles: smart solutions should help LIV consumers meet their needs; it should be easy for LIV consumers to access and use smart solutions; LIV consumers should feel able to trust what they are offered.

• The programme proved that an innovation process that works with people with lived experience of vulnerability alongside innovators can produce inclusive smart energy solutions.
• The programme puts forward seven key recommendations for consideration for consumer outcomes, business and commercial viability, and the policy and regulation changes that might be needed.

Dr Rose Chard, Senior Advisor Fair Futures at Energy Systems Catapult, said:

“The ISS programme shows the importance of making the benefits of smart energy clear and tangible, particularly the financial benefits. It’s about providing clear, trusted, relevant and reliable information, and enabling low income and vulnerable consumers to engage in smart energy in ways that they’re confident suit them and their circumstances.”