Kathryn’s story
Kathryn* installed a battery in her home to save money on her energy bills. Domestic batteries are typically used alongside solar PV panels, but they can also be used to import and store electricity directly from the grid. This means they can still be a good option for people without solar PV, like Kathryn.
Kathryn planned to import electricity when it was cheaper at night, store it using her battery, and then use it as she needed during the day. She was trying to do the right thing, reducing her bills and taking pressure off the grid.
But only a month after the installation, her battery developed a fault.
Failed by the system
Kathryn’s battery installer had recently gone bust, but she knew they’d been certified – and that she was therefore still protected by an insurance-backed guarantee (IBG). The IBG would help her cover the cost of the repair or replacement.
But when Kathryn contacted her consumer protection organisation, she was told that she didn’t have an IBG. No-one could explain why this had happened, but it meant she wasn’t guaranteed anything. The organisation allocated her a new installer, but the new installer said they wouldn’t provide her a new battery.
Kathryn felt like she’d hit a dead end – because what use was an installer without a battery?
“It made a real difference”
Kathryn reached out to CSE for support with navigating the complex situation she’d found herself in. Our energy caseworker Lu helped her negotiate with the consumer protection organisation and the new installer.
Lu really saved me, to be honest. Just having someone who understood more about the situation advocate for me, and be someone I could talk to, was supremely helpful. It made me calm down a bit.
After extensive back-and-forth, the consumer protection organisation agreed to fund the cost of Kathryn’s new battery as a gesture of goodwill.
Lu was able to process things in a very clear and business-like way. It made a real difference. I think it might have made them give me the new battery.
Support must continue beyond installation
Kathryn’s experience shows why support can’t stop once a technology is installed. Getting a battery, heat pump or solar panel fitted is only the start. People also need help using it properly, and a fallback when something goes wrong. That’s the gap our work at CSE supports.
Through no fault of her own, Kathryn had been let down by a system that was meant to protect her. Our Smart Energy Action Plans project exists for exactly this reason – making sure people aren’t left to navigate the smart energy transition alone.
I’m glad your organisation is going, because people do get out of their depth like me. We can’t be expected to know everything.
*Name changed for privacy
-
Advice Projects
Smart Energy Action Plans (SMEAPS)
Tailored advice for vulnerable customers to help ensure they are not excluded from the benefits of the future smart energy system.
Energy Advice Energy Justice -
Advice
Battery storage
Batteries allow you to store the excess electricity you generate at home. But are they always a good idea?
Renewable energy Smart energy An energy efficient home -
Advice
Cheaper bills with energy flexibility
By changing when you use energy you can reduce your bills and support the transition to a renewable energy system.
Saving money Your energy supply Managing your bills