SMART METER ADVISORY PROJECT:
Motivating behaviour change by linking real time
energy data to advice services
Summary Report
September 2014
Smart meter advisory project – summary report
1. Summary
The Smart Meter Advice Project1 explored how smart meter data could be used to drive energy saving
behaviours through a web-tool and personalised advice. A total of 33 participants had smart meter
equipment installed in their homes, and were given access to their energy consumption data via a webtool. They also received monthly emails and phone calls from a dedicated adviser in their local Home
Energy Scotland advice centre. The project explored whether access to these services would help
householders increase their awareness and understanding of energy saving in the home and ultimately
take action and save energy in the home.
Householders responded positively to the web-tool and advice, and reported that it increased their
awareness of energy use and helped save energy in the home. 83% felt that they were able to track their
energy more effectively due to access to the smart meter and web-tool. Many householders reported
that they have taken more action to save energy in the home through behaviour change and installation
of measures.
The analysis of energy consumption showed that 42% of the participating households significantly
reduced their energy consumption over the course of the project. However, it is only certain for 20% that
the reduction was not due to warmer weather during the second phase of monitoring.
The positive response by participants to the smart meter advisory service suggests that the future of
energy saving advice in Scotland would benefit from linking to smart meter data. This report
recommends further research into the interaction between smart meter data and Home Energy Scotland
services to inform the development of an appropriate Home Energy Scotland smart meter offering to
coincide with the smart meter roll-out in autumn 2015.
2. Introduction
The Energy Saving Trust developed the Smart Metering Advice Project (SMAP), with funding from the
Northern Periphery Programme and the Scottish Government, to explore how smart meter data could be
used to drive energy related behaviour change through a web-tool and personalised advice. Smart
meters are the next generation of gas and electricity meters which will be offered to every home by 2020
as part of a UK smart meter roll-out programme.
The project was conducted in two phases. Phase 1 (2012-2013) aimed to:

Develop an online tool and personalised advice using smart meter data to drive energy related
behaviour change as well as the installation of energy saving measures.
Opportunities for communities through energy storage (OCTES) Final project report – Energy Saving Trust March 2013
funded by EU’s Northern Periphery Programme and the Scottish Government
1
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
Explore the extent to which these enhanced advice services, linked to smart meter data, can
deliver local and national carbon and energy saving, and help protect vulnerable people from fuel
poverty.
A total of 33 participants2 had smart metering equipment installed in their homes, and were given access
to the web-tool and tailored energy saving advice and support from a dedicated advisor at their local
Home Energy Scotland3 advice centre (HES). The second phase (2013-2014) recruited 26 of the
participants from phase 1 and continued to make use of the data to understand the impacts on
household energy consumption. The second phase also improved the web-tool’s interface based on
feedback from phase 1 and explored the impact of regular ‘prompts’ (by e-mail and phone) to
households reminding them to check the tool and act on relevant advice.
This report focuses on the methodology and key findings from phase 2. It also includes a summary of
the results from phase 1 (for full details see phase 1 evaluation report4).
3. Methodology
The second phase of SMAP included three main components:
 Improving the web-tool’s interface (based on householder feedback) to ensure that it is userfriendly and intuitive.
 Providing additional help from the Scottish Government funded energy advice service, Home
Energy Scotland, linked to the web-tool.
 Evaluating the impact of the project.
Each component is described in the following sections.
3.1 SMAP web-tool
The web-tool displays the household’s energy use on a daily, weekly and monthly basis (see figure 1).
This information is given in terms of cost and kWh. The web-tool also provides information about how to
save energy which is tailored to the particular household. Suggestions are given for energy saving
measures and behaviour changes along with expected cost and savings. The householder can update
their profile to ensure the web-tool has the latest information regarding any energy saving improvements
to their house and new energy saving behaviours.
2
The Northern Periphery Programme (NPP), through which the phase 1 was part-funded, covers two local authority areas of
Scotland – Dumfries and Galloway and the Highlands and Islands. As such, these were the areas where the recruitment of
householders for SMAP was undertaken in these areas.
3
Home Energy Scotland http://www.energysavingtrust.org.uk/scotland/Take-action/Home-Energy-Scotland
4
http://www.octesnpp.eu/documents/SMAPReportMarch2013.pdf
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Figure 1: SMAP welcome page (dashboard) for users
3.2 Advice and support
Phase 2 built on the advice and support offered in phase 1 with the following activities:

A monthly phone call from a dedicated Home Energy Scotland advisor to ask for feedback,
address queries, and provide advice.

A monthly energy advice email prompt sent from the allocated Home Energy Scotland adviser,
encouraging use of the web tool and providing generic advice.

A monthly automated email prompt from the web-tool with information about the household’s
recent pattern of energy use which also encouraged the householder to log in to the web tool.
3.3 Evaluation
The phase 2 evaluation used the following approaches to assess the impact of the project:
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An online quantitative survey to understand how the project met householders’ expectations and
the extent to which it has made them think further about, and take actions in relation to, their
energy use. Eighteen of the 26 participants responded.
In-depth qualitative interviews with nine participant householders and the two Home Energy
Scotland advisors who were involved with the project.
Energy data monitored from all of the 26 dwellings involved in both phases of the project
comparing energy use before and after access to the web-tool for a similar period (November –
January) with weather effects taken into account using a degree day approach.
Google analytics assessed to measure how the tool was used.
4. Summary of results
This section provides a short summary of the key findings from phase 1. It then goes on to provide the
main findings from the evaluation of phase 2, including how the tool was used, householder satisfaction
with the web-tool and advice service, the benefits of using the tool, and the impacts in terms of behavior
change and energy saving.
4.1 Phase 1 – summary of key findings
The phase 1 evaluation5 concluded that integrating live metering data with the Home Energy Scotland
advice service is technically viable. It also showed that most householders valued the SMAP service,
and some reported an increase in the frequency with which they perform specific energy saving
behaviours. Householders did not appear to be resistant to smart metering but some needed
persuading that they should prioritise getting a meter fitted and using the data to help them save energy.
Though oil meters are not included in the national roll-out, the project included an oil ‘smart meter’ which
received high interest from off-gas grid households.
4.2 Phase 2 – main findings
4.2.1 Use and frequency
The number of times the householders used the web-tool varied considerably; from daily to less than
monthly (17%, 3 householders). The majority (78%) used the tool one or more times a month (figure 2).
5
http://www.octesnpp.eu/documents/SMAPReportMarch2013.pdf
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Figure 2: Frequency accessing the web-tool
In total, between October 2013 and March 2014 there were 574 individual uses of the web tool. On
average each session lasted 5 minutes 6 seconds and users viewed an average of 4.5 pages (figure 3).
Figure 3: Use of tool – October 2013 – March 2014 (data based on Google analytics)
Most months saw around 90-100 uses of the web tool, with an average of around 3 a day; January was
the month the tool was used the most with 178 sessions, an average of 5.7 a day.
The automated emails from the web-tool were sent on the first Wednesday of each month, and email
prompts were sent during the third week of each month. These seem to correlate with the spikes in the
number of uses, as can be seen in the results for December (figure 4).
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First Wednesday of
Third week of
the month
the month
Figure 4: Use of tool – December 2013 (data based on Google analytics)
4.2.2 Participant’s satisfaction with the service
Attitude to living with a smart meter
Householders were asked to report their attitudes to smart meters. Overall 89% feel positive about smart
meter systems now that they are living with one. One householder reported:
“It has been more beneficial than I had anticipated. I had come across half hourly metering in a
commercial environment where it can be aligned to activity. This domestic pilot has been far more
meaningful as it relates to personal family activity.”
Only 6% (1 householder) did not recommend the project. This appears to be due to their disappointment
with technical difficulties experienced with the data provided by the web-tool.
Web-tool satisfaction
Generally, householders liked the web-tool and felt that they could understand how to use it without too
much difficulty or need for help or support. Householders particularly liked having:
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Energy information rather than just the figures/readings on the smart meter equipment.
Easy to understand data through an easy to use web-tool platform.
Monetary values alongside energy units/data.
Data comparisons between days/time periods.
One householder described the web-tool as:
“A useful resource that I can dip in and out of to keep track of different daily energy use and why this
occurs. It has helped us to continue our downward trend of annual energy use.”
Another householder said:
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“The smart meter allows me to monitor each day how my electricity and oil are being used. I can plan
hot water use much better. Also because oil is so expensive I target using it much better.”
The main reasons why some householders encountered difficulties in understanding data were:
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It was difficult to relate the data to the specific energy use due to the 48 hour time lag.
Some households experienced data transmission issues.
Some data was reported to be inaccurate due to issues recording the correct tariffs.
Advice and support satisfaction
Overall, householders appreciated the access to online and telephone support and advice from HES
advisors. Advisers reported that they tailored their advice based on the smart meter data. They
estimated that they spent approximately 50% of their time on advice and support over technical issues
and the remainder on energy efficiency help and advice.
4.2.3 Benefits of the service (self-reported)
The survey found that nearly 90% of householders found the smart meter and web-tool system useful for
increasing their understanding of the energy they consumed at home (figure 5).
Figure 5: Benefits
Householders reported that the web-tool made it easier to:
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Understand the energy consumed in their home, as they didn’t have to carry out any calculations
using meter readings and/or bill data, they could just log on.
Track domestic activity in line with daily use.
Identify where they were using the most energy and address the situation with alternatives.
Notice how much energy was wasted on appliances on standby.
Notice the high usage of energy on certain appliances, particularly storage heaters and tumble
dryers.
Use heating more efficiently: A couple of householders had turned down their storage heaters in
rooms they were not using at night: “We have been able to match it more accurately to house occupancy
and set timers more accurately to reflect when we are in the property, when we will be leaving (switch off
heating at least 30 minutes before), etc.
Increased understanding of energy bills: Many remarked on how they were able to identify the best
time to use household white appliances in order to maximise the times when electricity rates are
cheapest.
Helped reduce energy bills: Many householders thought the project helped reduce their bills, even
though they considered themselves quite energy aware.
Tracking of energy more effectively: 83% of the householders felt that they were better able to track
their energy due to access to the smart meter and web-tool.
Behaviour change: Many householders commenced small energy saving behaviours in the home, or
performed them more frequently as a result of being involved in the project (see figure 6).
Of the 18 respondents to the survey, 15 householders have carried out at least one of the behaviours
more frequently than they had previously. Only three householders reported that they had not
performed any of the behaviours more frequently. The most common energy saving behaviours
included:
 Turning lights off when not in use.
 Reducing room temperature using thermostats/controls for heating.
 Only boiling the amount of water needed.
One householder reported:
“I am much more conscious of when the storage heaters are on, as I have realised from the data how
much energy they use. I have turned down the heating by at least a degree. I turn off appliances on
standby that are not needed overnight such as the microwave. I also was very bad at always filling the
kettle quite full and now I only fill it with the water I need to boil, when I need it. Also, I do need a new
freezer, so when I look for one, I will look at how energy efficient it is.”
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Figure 6: Behaviour change as a result of the project
Installation of energy saving measures
In total, 16 energy saving measures have been installed and 18 are planned to be installed as a result of
being involved in the project. The most common installations were energy efficient lighting and loft
insulation, which are the most cost-effective measures to install. No-one has installed renewable
systems, although a couple of householders are planning to do so.
These results should be treated with caution as they are self-reported by the householder and there was
a limited time period for engagement with the web-tool which may mean that the householder has not
had sufficient time to decide or act on installing measures.
4.2.4 Benefits and impact recorded from the web-tool energy data
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The SMAP project’s impact on energy usage was assessed by comparing each dwelling’s electricity and
heating fuel usage before and after access to the online web-tool. These findings are indicative rather
than definitive as they represent a relatively short period of monitoring. The key findings of the data
analysis were:
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Eleven out of the 26 homes in phase 2 of the SMAP project significantly reduced their energy
consumption between the start of phase 1 and completion of phase 2. However, when factoring
in the warmer weather during the second phase of the monitoring, only five households still made
a significant reduction.
Eight of the homes that reduced their energy consumption had electric heating. Their electricity
usage for heating was not monitored separately from other electricity usage in the home. When
factoring in differences in weather during those periods only two electrically-heated dwellings
made significant reductions in their overall energy consumption.
Three out of the 11 homes with oil or gas heating reduced their electricity consumption, however
none in this group managed to reduce their heating consumption when taking account of the
warmer weather during the second phase of the project.
Eight households reported making improvements to the thermal performance of their home.
Despite these changes, no evidence of a reduction in heating usage was identified. This may be
because the timing of the installation did not allow for a saving to show up in the data, or because
the household has “taken comfort” from the measure.
4.2.5 Technical lessons
Most of the householders were complimentary about the smart metering equipment and the web-tool.
However, there were some technical issues that were experienced during the project which mainly
related to the transmission of data from the smart meter to the web-tool. Householders identified some
concerns such as fuel costs not displaying correctly and gaps in energy data. Many of these technical
problems were resolved quickly and efficiently by EST. However, the more significant problems
stemmed from incorrect data coming from the contractors responsible for the smart meter data. These
problems resulted in some householders losing confidence in the web-tool’s accuracy and lessons have
accordingly been learned for future projects.
5. Conclusions and recommendations
5.1 Raised awareness and behaviour change
Householders were receptive to the concept of additional information around household energy
consumption via the web-tool. The project successfully increased the understanding of householders
around energy saving in their home and encouraged them to take action to save energy as follows:

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Most householders reported that they have increased their awareness and understanding of
energy consumption in the home.
Most householders have taken further action through energy saving behaviours.
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
Some householders have taken further action to save energy through installing (or planning to
install) energy saving measures.
5.2 Value of the web-tool
The web-tool and importantly the data it provides were seen as very useful and valuable by
householders. A small minority of householders found no benefits to using the web-tool. This was mainly
due to the web-tool providing inaccurate data. Though many of these issues were fixed by EST, others
relating to problems with data transmission to the web-tool could not be resolved before the end of the
project.
5.3 Value of additional support and advice
Householders appreciated the adviser support, though they thought the web-tool was self-explanatory so
they did not need to access it very often. Advisors noted the type of advice they gave would vary
depending on the smart meter data. The project was not able to conclude if any of these different advice
routes/prompts made a clear difference to the householder’s use of the smart meter data because not all
participants understood what additional support they were receiving as part of the project. Despite this,
the data from google analytics seems to suggest that the monthly emails did result in a spike in web-tool
usage.
5.4 Evidence of savings
The analysis of smart meter data suggests that behavioural efforts to reduce electricity consumption are
easier to identify for the household from the SMAP feedback than attempts to reduce heating fuel. As
heating fuel use is partly dependent on external temperature, householders might not be able to identify
why their energy consumption has gone up. If data about external temperature and possibly even
internal temperature could be incorporated into the SMAP tool this might improve the quality of feedback
to the householder, and could help them to identify real reductions in their heating fuel use due to
changes in the heating regime.
Technical issues with data transmission and data input resulted in the display of incorrect energy
consumption figures in some cases. This resulted in some participants losing confidence in the web-tool.
It is important for quality control measures to be put in place to ensure the web-tool’s accuracy.
5.5 Recommendations
The positive response by participants to the smart meter advisory service suggests that energy saving
advice in Scotland would benefit from linking to smart meter data. This report recommends further
research into the interaction between smart meter data and Home Energy Scotland services to inform
the development of an appropriate Home Energy Scotland smart meter offering to coincide with the
smart meter roll-out in autumn 2015.
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A feasibility study is needed to assess the demand for such a service, and the technical and budget
implications of providing it at a national scale. Issues such as third party access to smart meter data and
data protection requirements will also need to be considered.
As with the first phase of SMAP, the evaluation results for the second phase show that most
householders valued the smart meter advisory service, and most reported an increase in the frequency
with which they perform specific energy saving behaviours as a result of being involved in the project.
These results suggest a smart meter offering could contribute to national energy and carbon saving, and
help protect people from fuel poverty.
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