Learnings

Outcomes

A new engineering operating standard for upgrading fuses was developed by UK Power Networks under the Emerge trial and is now available on UK Power Networks’ website in the G81 document library. 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.  
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 solution and worked as designed to automate the Emerge application processes. The Emerge digital solution 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 
Average time to complete fuse upgrade from application to connect an LCT (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 has developed a commercial and operational framework for deployment of Emerge into BaU 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 other non-DNO barriers have been addressed and the market is mature enough, DNOs and fuse upgrades would not be a barrier to same day boiler replacements with heat pumps 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. Therefore for Emerge to scale in the future, the scope should continue to include other low carbon technolog 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 BaU 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 that is consistent for all their customers across 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 BaU and Emerge applications.  
 
With the recent launch of the ENA Connect Direct platform, a digital LCT applications portal for all installers to use nationwide, consideration should be given to whether Emerge criteria could be built into Connect Direct for assessment, prior to passing to DNOs. 
 
Customer Journey – The time to upgrade the fuse and low carbon technology under Emerge was ~13 days quicker than benchmarks at the time due to reduced application processing. Subsequent initiatives have since reduced the benchmark processing time. The third-party meter operators were also able to install the charge point on the same day, creating a better customer journey by reducing the number of 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 should third party meter operators misidentify 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 compared to UK Power Networks. 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 was  monitored throughout the project and remained an area of focus> We believe that if the project partners digital solution was developed further to integrate with UK Power Networks’ Smart Connect system this assurance process could have been more consistent and efficient. 
Applying the lessons learnt above will enable the Method to be effectively deployed on a large scale in the future. 
 
The learnings and outcomes of Emerge have been disseminated with other DNOs through a virtual learning and sharing session held in March 2023 and have been shared with other meter operators that have shown an interest in participation. The learnings and outcomes of Emerge have also been disseminated with the Energy Networks Association at the LCT and ENFG steering groups. In October 2023, the project was presented at the Energy Innovation Summit. The project will continue to engage with other DNOs, meter operators and industry bodies to increase participation in future trials and identify the best pathway for solution developed by Emerge to be rolled out nationwide.