End of Radio Teleswitch Service: Rural Areas

Graham Leadbitter Excerpts

Wednesday 4th December 2024 Commons Chamber

[Dave Doogan (Angus and Perthshire Glens) (SNP)]

I am pleased to raise the issue of the radio teleswitch service decommissioning in the House this evening. This is a pressured and important matter for 4,665 households in my constituency, a further 80,000 households across the north of Scotland and fully 800,000 households across Great Britain. The ending of the radio teleswitch service, or RTS, which controls “total heating with total control” meters, is of vital importance to electric-only customers and yet remains a troubled landscape to some extent.

RTS is a radio signal that tells “total heating with total control” meters when to switch between peak and off-peak rates, and this obsolete system will come to an end on 30 June 2025. It was originally going to cease on 31 March 2024, but that had to be pushed back because the system was not ready. That should have been when alarm bells started to ring.

Customers are being asked to switch to smart meters, and Energy UK, the trade body for energy suppliers, has advised customers what could happen if they do not:

“You may find that your heating and/or hot water is continually left on or off, or the charging-up happens at the wrong time of day. Your electricity supplier won’t be able to confirm how much electricity you have used during peak or off-peak times, which means your electricity costs could be much higher than before.”

However accurate that message might be, it could easily be a source of alarm for customers. Any of us who have had the misfortune to have electric-only heating will realise that even with the discounted rates, it is still ferociously expensive, so the idea that anyone could have it without the discounted rates is simply not realistic.

[Graham Leadbitter (Moray West, Nairn and Strathspey) (SNP)]

Like my hon. Friend, I have significant concerns about the end of RTS in rural Scotland. Moray West, Nairn and Strathspey has a disproportionate number of RTS meters, and I include myself in that statistic. My own experience with OVO Energy and switching to a smart meter from RTS has left a lot to be desired. I have had several telephone conversations with OVO representatives as a private customer regarding the RTS switchover. The main question I had during those phone calls was, “If I switch, will I be better or worse off, or paying the same as I am now for electricity?” I had to push extremely hard to get a straight answer to that. If that is the difficulty I am experiencing, as someone who is experienced in assisting constituents with this very issue, does my hon. Friend share my concern about how more vulnerable people, who may feel immense pressure from operators installing new meters, will be impacted?

[Dave Doogan]

I thank my hon. Friend for his intervention. He has raised a couple of points. One is really important, and that is whether or not customers have an option. They actually do not have a realistic option. The radio teleswitch service is coming to an end at the end of June next year, and they will not want to be in the position where they do not have a smart meter that can toggle between a reduced-rate tariff and a full-price tariff. That would be ruinously expensive.

My hon. Friend also touched on the communication, and the quality thereof, that supply companies are having with their customers. One of the reasons that the uptake is so slow is that people do not have confidence in smart meters—and why would they? There were plenty of problems with the smart meter roll-out just for regular electricity customers who want to know how much electricity they are using. The stakes are far higher for electric-only customers who heat their homes with electricity. They need confidence that their smart meter will actually work. I will come on to that point in a second.

--- Later in debate ---

[Miatta Fahnbulleh]

I completely agree with the hon. Member. We have said to suppliers that they must inform all affected customers by 31 December to make sure that we are injecting that sense of urgency, both within the supply chain and, critically, among customers. There is a collective job for us all to make sure that those who are affected are aware that this is happening. That is why this debate is so important. That is why I am keen to engage with Members from across the House to ensure that we are getting that message out to constituents.

Critically, the taskforce has been asked to establish working partnerships with local authorities, housing providers and other customer-facing organisations, so that we can get the word out that this is happening, that customers need to engage and that they must get in touch with their suppliers so we can provide the best possible options for them as we move forward.

[Graham Leadbitter]

My experience is that the energy company has been in touch with me. The tone of the emails has been quite pushy, which is what we are talking about, in that they need to be pushing quite hard on customers to make that change and get the right meter in place. However, when I have subsequently been in touch with them—I do not have a smart meter yet; it is coming in January—the first time there were no appointments and they were unable to answer that simple question of whether it will be cheaper. I cannot stress enough how much I have had to push them to get that answer out of them.

I am not a vulnerable customer; I understand why this is happening, like everybody else in the Chamber. Vulnerable customers, however, may just accept that. There is a sense of urgency that needs to be injected, but it needs to come with a note of caution about how it is injected and how it is communicated, and it needs to make sure that customers understand how much they are likely to be paying. There also needs to be a transitional arrangement so that if somebody gets the wrong tariff, they are not penalised for that and it can be changed.

[Miatta Fahnbulleh]

I thank the hon. Member for raising his personal experience of the issue. From the perspective of the Government, it is very important that we have sight of where it is not working, because we need to ensure that it is working for consumers. There is a question about capacity that we are very exercised about. We are trying to work with suppliers to ensure, particularly in rural areas, that we are putting in roaming teams and building the capacity to be able to respond in a way that is timely, and sensitive to the fact that we are asking consumers to make a transition and go through disruption.

Smart meters are the natural upgrade for RTS, and we have energy suppliers that will be offering them. If we get this right, smart meters are an opportunity to upgrade people’s homes, and critically, for them to access smart tariffs that will give them greater control and reduce bills. I urge consumers to discuss the options with their energy suppliers. I acknowledge that, particularly in rural areas where we have large numbers of RTS users, we have lower levels of smart meter coverage and installer capacity. To address that, we are actively encouraging energy suppliers to ensure that they are building capacity. We are looking at roaming teams, and how we manage demand across different geographies. We know that there are issues with network coverage, and we are working with the data communications company to ensure that we are resolving them. In a minority of cases where households cannot connect, we are advising them to engage with their energy suppliers to think about the right solutions for their home.

It would be remiss of me not to acknowledge that customers have genuine concerns and scepticism about smart meters; we have received that intelligence as much as other hon. Members have across the House. It is worth saying that there are 37 million smart and advanced meters in homes and small businesses across the country—65% of all smart meters. Our analysis and data suggest that 90% of smart meters are sending automatic signals and working, but for too many customers the experience of smart metering is not as good as it ought to be.

The number of meters that are not working across the country is problematic, and we are trying to build confidence. There is a really important job for us to do in working with the regulator to deal with those particular issues. The Government are working with Ofgem to introduce new guaranteed standards of performance to improve and protect consumer experience with smart meters, offering compensation when the system is falling short for consumers. Ofgem will be consulting to introduce those new standards in the new year.

Let me end by touching on the wider point about public confidence, which is key to us getting this transition right. I acknowledge that some consumers have lost faith in the energy suppliers, and the levels of satisfaction have damaged consumer confidence. We hear that when we engage with customers. We absolutely must and are trying to do more to prioritise and protect consumers in the transition, both with RTS and more widely on home upgrades and our warm homes plan. That is why the Government are strengthening the regulator to ensure that it can hold companies to account for wrongdoing and can require higher standards of performance, as well as ensuring that there is automatic consumer compensation where failures occur.

There is a lot to do, but I hope I have reassured the House that we are aware of the challenge and are doing everything we can to grip the problem and to get the regulator and suppliers to work with partners on the ground to make the transition as smooth as possible.

I again thank the hon. Member for Angus and Perthshire Glens for raising the profile of this important issue and highlighting the needs of all communities. We have to get this right, and I confirm my desire to work in concert with hon. Members across the House to make this as easy for constituents as possible.

Question put and agreed to.