Learnings

Outcomes

A new engineering operating standard for upgrading fuses was developed by UK Power Networks under the Emerge trial. This is an engineering standard that outlines the correct procedures for undertaking fuse upgrades, the scope of third-party working practices and the agreed safety standards that must be met. For example, eligibility was limited to single phase, non-looped, plastic cut-out and plastic service cable fed properties to mitigate potential safety or competency risks. If this project transitions to business as usual then this will be made public.

A bespoke training programme was created to ensure the third-party meter operators could correctly and safely upgrade a fuse in compliance with UK Power Networks’ policies and standards. The training programme was reviewed to ensure any gaps or overlaps between the skills and knowledge of the third-party meter operators and UK Power Networks’ engineers were identified and resolved. 23 MOCOPA-certified third-party installers attended a one-day training course at UK Power Networks’ training facilities. All 23 installers passed a written test and practical assessment and received a certificate that enabled them to be part of Emerge.

At the conclusion of the Emerge trials, 46 Emerge applications were received, and seven eligible fuse upgrades were completed by Octopus Energy installers on behalf of UK Power Networks. The Project Method was validated and tested with the Emerge Digital Product and worked as designed to automate the Emerge application processes. The Emerge Digital Product is built on UK Power Networks’ low carbon technology application platform Smart Connect and requires users to apply via to receive automated approval if the application is Emerge eligible. Subsequently, the third-party meter operators must then update UK Power Networks on the outcome of their fuse upgrade visit via the Smart Connect portal.

Trial Summary Results:

Number of fuse upgrade applications: 46

Number of eligible applications: 12

% of applications that were eligible: 26%

Number of fuse upgrades completed by Octopus: 7

% of fuse upgrades completed: 58%

Average time to complete fuse upgrade (working days): 18

Number of heat pumps installed: 1

Number of electric vehicle charge points installed: 5

The Emerge Trials demonstrated that Octopus Energy engineers can safely and correctly upgrade a fuse in certain conditions. However, in some cases the project partner did not provide sufficient assurance of the work they had carried out under Emerge as they did not complete all the necessary Emerge documentation during and post their customer site visit. The Emerge Project team identified this, escalated it with the project partner and investigated. The reasons for incomplete documentation were found (miscommunication between the engineer and the project partner) and mitigations were agreed and documented with the project partner to enable the trials to continue with the confidence this risk would not occur again. Emerge demonstrated that it improves the customer journey for both heat pumps and EV charge point customers. Octopus Energy installers were able to schedule and upgrade the fuse on the same visit as installing the customers low carbon technology and therefore Emerge reduced the average time to upgrade the fuse and the number of visits the customers needed.

There were several challenges encountered during the Emerge trials. Whilst Emerge was designed for boiler distress customers, Emerge did not find any distress customers as currently customers are unlikely to install a heat pump on the day of boiler breakdown due to the market maturity and lengthy and complex process required for install. Emerge also received lower volumes of heat pump applications from Octopus Energy than forecasted. This was mostly due to a lower number of sales than expected but also due to the strict eligibility criteria for Emerge applications. 40% of the applications Emerge received were Paper Insulated Lead Covered (PILC) fed and therefore ineligible. Further training would be required to include PILC service cables due to the increased safety and competency risks of the Octopus Energy Engineers incorrectly identifying their size and rating. However, Emerge expanded the eligibility criteria to include EV charge point customers which increased the volume of applications during the trial. 

Emerge is in the process of developing a commercial and operational framework for deployment of Emerge into business as usual and will aim to identify viable pathways to scale the solution in UK Power Networks licence areas and across the country.

Lessons Learnt

Set out below are the key themes for lessons learnt during Emerge:

·       Types and volumes of customers – The project did not receive the forecasted volume of customers from the project partner. This is partly because of the strict Emerge eligibility criteria but also because of the lower volume of heat pumps sold than forecasted by the project partner. In addition, Emerge learnt that customers are currently unlikely to install a heat pump on the day of boiler breakdown due to the lengthy and complex process required to quote and install a heat pump. However, once the market is mature enough for same day boiler replacements with heat pumps, DNOs and fuse upgrades would not be a barrier to adoption if this solution is adopted.

·       Electric Vehicle Charge Point Fuse Upgrades – The requirements for electric vehicle charge point fuse upgrades were very similar to heat pumps and therefore for Emerge to scale in the future, Emerge should continue to include other low carbon technologies in its applications.

·       Application submitting – The Emerge digital product is built on UK Power Networks’ Smart Connect portal which is used for customers to submit residential low carbon technology applications. The project partner does not use Smart Connect in their business-as-usual processes as Smart Connect is a UK Power Networks only portal. The project partner installs low carbon technologies nationwide and therefore, they prefer to use an application process which is consistent for all of their customers and the same for all DNOs. For Emerge to scale effectively at UK Power Networks, Emerge would require third party meter operators to use the Smart Connect portal for both business-as-usual and Emerge applications.

·       Customer Journey – The time to upgrade the fuse and low carbon technology under Emerge was significantly quicker than current benchmarks due to reduced application processing time. The third party meter operators were also able to install the charge point on the same day creating a better customer journey and less visits and disruption.

·       Paper Insulated Lead Covered (PILC) Service Cables – 40% of the fuse upgrade applications Emerge received were PILC fed service cables and ineligible for Emerge due to safety concerns for third party meter operators misidentifying the size and rating of the service cable. For Emerge to scale effectively to many customers, requirements for PILC fed fuse upgrade training would need to be investigated and deployed. 

·       Training – The learning topics that the project partner required the most support on were identifying service cables, using Loop Testers, and completing risk assessments to UK Power Networks’ standards.

·       Safety – The project partner used different models of testing equipment, had different levels of PPE, and used different risk assessments. Minimum standards were jointly agreed between UK Power Networks and the project partner for the purposes of Emerge. For Emerge to scale to other third party meter operators, these standards would need to be applied.

·       Assurance Processes – During the Emerge trials there were varying levels in the quality of documentation and evidence returned to UK Power Networks post site visit. This will need to be monitored and built into future assurance processes.

Applying the lessons learnt above will enable the Method to be effectively deployed on a large scale in the future.