End of Radio Teleswitch Service: Rural Areas

Miatta Fahnbulleh Excerpts

Wednesday 4th December 2024 Commons Chamber

[The Parliamentary Under-Secretary of State for Energy Security and Net Zero (Miatta Fahnbulleh)]

I thank the hon. Member for Angus and Perthshire Glens (Dave Doogan) for bringing this important issue to the attention of the House. As I will set out later, it is important that people who will be affected by the transition are aware of the issue and the steps we need to take to upgrade. I reassure him that we are doing everything we can to ensure that the transition is done with consumers in mind, and that it works for the households we know will be affected.

Since the 1980s, the radio teleswitch service has played an important role in helping many consumers to have lower-cost energy for heating and hot water. However, as has been acknowledged, the technology is coming to the end of its life. The continuation of the BBC’s longwave radio signal is due to end on 1 June 2025. We have already extended the service once, from March this year. When the service ends, as has already been pointed out, there will no longer be the availability to switch between rates. In some instances, consumers may lose control of their heating or hot water. With the deadline fast approaching, I cannot stress enough that this is a big issue for us. It is a priority and we understand that there is a job of work to do to ensure that we can deliver the transition for consumers.

[Mr Carmichael]

The Minister is absolutely right. I raised that with the former Prime Minister at Prime Minister’s questions earlier this year, and he agreed to convene a roundtable where we got everybody in the room, because there had just been too much blame-passing around the various partners. That meeting got overtaken by the election, but it happened without parliamentarians at the table. Will the Minister now look at the possibility of reconvening that meeting with parliamentarians so that there is that element of accountability at the table?

[Miatta Fahnbulleh]

Yes, I am very keen to reconvene that. It is absolutely essential that we work with hon. Members across the House who represent constituencies that we know will be affected. From our perspective, we have a big job to engage consumers to ensure that they are aware and that the transition is working. We are keen to work across the House to do that.

One of the outcomes of the roundtable that was put in place was that the taskforce has been established—with Ofgem, industry and the Government—to manage the transition and to put and inject the urgency that we need to see in the ongoing process. In October, the industry signed up to a call to action, representing a collective agreement to take the steps needed to speed the transition away from RTS. Specific actions that were included in that call for action are: targeting of resources towards regional hotspots where we know there are a high number of RTS customers and we know that we need to do work to reach them; fast-tracking of meter upgrades for RTS customers and, in particular, vulnerable customers who we are very worried about; and collaboration on some of the technical solutions that we know are needed.

We are clear that the delivery of the transition away from RTS requires active engagement with consumers, as they will need to agree to appointments, collaborate with their installers and ensure that they have the right solutions in place.

[Dave Doogan]

Does the Minister agree that there needs to be a change of tone and language? It is all very well for the Government, the regulator or the companies to feel the urgency, but if customers do not sense that, we will not get the pace that is required. She talks about how it is a big job, and we can all agree on that. It is a big job that needs to be completed in very little time, so it is not just about the scale but about the pace. If we cannot get customers energised and exercised about the need to get that done, that pace will not happen.

[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.