“Collaborative, impactful, innovative”: Adam Curran tells us about the pioneering scheme aimed at tackling the root causes of energy unaffordability

We’re keen to explore new ways to help customers manage their energy bills into the future, tackling not just the symptoms but also the causes of their high energy use which is leading to high bills.

That’s where our groundbreaking pilot scheme in Coventry comes in. The scheme offers eligible customers a comprehensive package of support to resolve their existing energy debt while tackling some of the root causes of their high energy use. Customers can benefit from improved home insulation, more efficient white goods, green home solutions – and uniquely a free battery and time-of-use tariff to optimise off peak energy savings.

We spoke to Adam Curran, Strategy Manager at E.ON Next, who is leading on the scheme to learn more about it and how it’s going so far.

Can you tell us about the project you’re leading in Coventry and what it hopes to achieve?

A few months ago, we announced a pioneering pilot project which aims to tackle not only the symptoms of customers’ energy affordability challenges, but also some of the root causes.

We know there are lots of support mechanisms companies like E.ON Next have available to help  struggling customers and there was an opportunity to create a more joined-up approach. So, in Coventry we’re trialling a groundbreaking approach that brings those support mechanisms together to reach customers that need the most support with their energy bills – with the addition of a free battery and time-of-use tariff to help customers unlock even greater savings.

We’ve identified customers who are struggling to pay – perhaps they’re in fuel poverty or have a life event that’s making it difficult to afford their energy bills. We can then help these customers with a unique proposition that’s tailored to suit their needs, giving them a better chance to afford their energy bills in the future.

The fundamental problem is not just affordability – we must tackle the root causes – and that is what this project is hoping to achieve. And if it’s successful, the Coventry pilot could be used as the basis for future schemes to help E.ON Next customers across other locations.

What support are customers getting through the project?

Customers are offered support relating to their individual circumstances. From our E.ON Next Energy Fund which provides debt relief and the replacement of inefficient or broken white goods to charity support to making homes more energy efficient through insulation, there are many ways in which we can help.

The project is unique as we’re also providing customers with a free battery and time of use tariff. This is a market-first, to enable customers to optimise their energy use. This opens the door to allow customers to store off-peak electricity and use this cheaper energy at a time of day when energy is a bit more expensive.

As well as making homes more comfortable and lowering energy costs, there is a really important point here about how we deliver the energy transition while ensuring no one is left behind – and projects like this will help us achieve that.

Different customers need different solutions depending on their circumstances and this project is about unlocking the best short and long-term solutions for them.

We’re minimising disruption for our customers, by installing the battery at the same as checking to see if the customer can get any other upgrades, through our energy efficiency schemes, with one visit and one survey covering all of this off.

Can you tell us more about how the battery element of the scheme will work?

We’ve adopted a ‘fit and forget’ approach to the battery element of this scheme because we recognise that our customers are busy, and the battery itself might not be the main draw for them. Instead, we’ve focused on communicating how we can help put more money back in their pockets. So in effect, we set up the battery and the customer can forget about it – as the battery and the savings it can lead to will take care of themselves. 

We help the customer set up an app to select their exclusive tariff which enables them to access two off-peak periods of electricity per day for the battery to charge up, and the battery automatically deploys that charge outside of those off-peak periods.

As well as being great for the customer, we're able to gather learnings that we’ll be able to use in future schemes, where for example we might be able to bring more dynamic and flexible off-peak periods into play for the benefit of customers. This scheme is all about helping customers now, while learning what works and how we can continue to improve battery flexibility propositions into the future.

What do you feel is so special about this project?

I think our use of innovation, data and delivering a tailored, end-to-end solution for each customer is what makes this project unique. As we work to deliver the transition to a new, more sustainable and more flexible energy world, what’s crucial is that nobody is left behind and that’s what we hope to achieve through this project.

We also need to be mindful that, especially during the current cost-of-living crisis, the energy transition just isn’t front of mind for many people and money is tight. So, it’s vital we rethink how we use existing money that’s already within the system to help tackle fuel poverty. Let's think of ideas for tomorrow's new energy world rather than keep repeating yesterday's ideas for yesterday's energy world.

For example, what if you took the £150 Warm Home Discount payment customers receive every year and installed a battery and gave customers a time-of-use tariff instead? We believe this longer-term approach could potentially unlock over £250 worth of savings recurring year after year for customers. We’re not saying we need more money putting in the system – we’re trying to demonstrate how rethinking the use of existing money can unlock greater benefits for customers.

What kind of feedback have you had so far?

It’s still very early days for the scheme, but so far, we’ve had really positive engagement. From customers who are participating, to Ofgem and the Department for Energy Security and Net Zero (DESNZ), to colleagues and our key partners, we know the project is being well received.

One customer told us: “It has actually made a significant impact on my energy costs and I’m now reassured and very grateful to be part of the scheme. Thank you for looking at other areas you find too that may also make a difference – however small, it all helps!”

Building trust with customers is really important to me and the rest of the project team. It means E.ON Next can better support customers on their journey to using energy more flexibly, helping reduce their energy costs.

What do you think are some the key factors that have made this project a success so far?

Challenging the norm and being brave to test new approaches. We’re using innovation to deliver real benefits for our customers.

And collaboration. Between colleagues within E.ON Next and the wider business, and with our external partners, such as Coventry City Council, GivEnergy and LMF Energy Services, who have acted as trusted partners to help us reach some of our most vulnerable customers.

We have now reached our aim of 30 customers going through the journey. We’re gathering invaluable learnings that will help not only our own customers, but also potentially customers nationwide in the longer term.

Finally, if you had to describe this project in three words, what would they be?

Collaborative, impactful, innovative.

Other support for E.ON Next customers

If you’re an E.ON Next customer, we have a range of support to help if you’re struggling with your energy bills.

We already have a host of existing schemes in place to help customers who are struggling to pay, with solutions like financial support with bills, replacement white goods, and grants and schemes to help customers upgrade their homes and lower their bills. And our Winter Support Scheme, which is now closed, provided more than £70 million of support for our vulnerable customers this winter.

To find out more about the support we offer for our E.ON Next customers, visit eonnext.com