• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology Main Logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Contact
  • Home
  • Research
  • Magazine
  • Events
  • Awards
  • Recruitment
  • On Demand
Home / Free Subscriber Access / Navigating the energy crisis

Navigating the energy crisis

As energy prices soar, one of the biggest worries for directors of housing schemes running heat networks is heat debt. Many are absorbing the spiralling cost of unpaid bills, as chasing debt appears futile.

Nowhere is this truer than in the social housing sector, where households have a higher percentage of vulnerable tenants and have felt the impact of furloughing and job losses during the pandemic, making them more susceptible to falling into debt and less able to recover from it.

A comparison of two similar heat networks (for a social housing provider and a privately-owned housing scheme) for which Insite Energy provides metering and billing shows alarming differences in the scale and character of residents’ debt. The social housing scheme currently has almost four times as much debt as the private development. Furthermore, the private scheme’s figure is consistent year-on-year and is largely down to residents forgetting to organise payment; one chase and the debt is settled. The social housing residents, meanwhile, simply can’t afford to pay.

Sadly, things are set to get even tougher. Housing providers have generally been the last to increase residents’ fuel tariffs in the face of the huge price rises. Some used their buying power to secure three-year fixed rates but many of these are now up for renewal. Others have already been heavily subsidising residents’ energy bills since the pandemic, leaving them little room for manoeuvre when faced with additional price hikes.

How to help

Where do residents connected to heat networks turn for help? Often, it’s us, even though as a metering and billing service provider we have no control over energy prices. The number of tariff-related queries we’re receiving is the highest ever; our figures for 2022 are between five- and six-times higher than last year.

We’re doing all we can to provide a sympathetic, well-informed and accessible ear for residents, hopefully taking a little pressure off housing providers, but they know their residents best and they tell us that mental health is an increasingly prominent issue as financial struggles worsen.

While strategies such as open communication, emergency credit and collaboration with debt advisory services such as Citizens Advice can all help, proactive preventative action is vital.

One approach is to switch to pay-as-you-go (PAYG) metering. Despite being historically viewed with caution by housing providers, PAYG is now more widely accepted and adopted because, as well as preventing debt, it offers residents real-time energy consumption data.

Changing behaviour through data

It’s well-known that access to real-time energy usage data stimulates behavioural changes that reduce personal consumption. For example, at a development of 89 properties in South London, PAYG energy usage over four months last year was around 40 per cent lower each month compared to a similar 84-unit, credit-billed property in North London.

It’s also notable that the largest proportion (35 per cent) of page views on a digital smart-metering PAYG app for heat networks called Kurve are from residents reviewing their energy consumption, compared to 24 per cent viewing their balance or just six per cent topping up. This clearly indicates people’s interest in their energy use.

While smart-metering solutions are still viewed by some people as best suited to private build-to-rent developments with ‘tech savvy’ tenants, social housing tenants respond positively to the technology as well; a customer experience survey earlier this year (comprising 60 per cent social tenants) showed that 95 per cent of users make payments online.

Reducing expenditure

When prices are rising on all fronts, using an app minimises capital expenditure as well by avoiding the need to install in-home display units. Cutting the amount of equipment installed also significantly reduces any replacement expenditure simply because there is less equipment to replace or repair.

Good maintenance is also key to keeping costs down. Smart metering systems enable housing providers to monitor the efficiency of their heat networks in real time. This means issues can be identified remotely and targeted maintenance applied, rather than a broad-brush approach to maintenance, thereby minimising costs, disruption to residents, underperformance and wastage. Meters must also be properly maintained to ensure their accuracy; errors will inevitably drive up costs.

Poor maintenance can also increase debt. If meters are faulty, residents may not be charged for their heat. Following a repair, any unbilled usage would be added on to the individual’s account and recovered which can cause a financial impact. This can lead to increased risks of bad debt which on occasion is applied to future tariffs for recovery, an uplift typically seen of around 10 per cent. This is often unmanageable for households already struggling to pay big bills.

e no simple answers to the energy and cost-of-living crisis. Subsidising bills while losses mount up is not a long-term solution, given that no one really knows what will happen to energy prices. What is clear is that a one-size-fits-all approach is unlikely to be the answer and inaction isn’t an option either.

Don’t sit back – lean into the problem. Taking the right steps now could stand your housing developments in good stead for months and years ahead.

Gareth Copland is the group operations director at Insite Energy.

See More On:

  • Vendor: Insite Energy
  • Topic: Infrastructure
  • Publication Date: 088 - July 2022
  • Type: Contributed Articles

Primary Sidebar

Most Recent Articles

  • Artificial intelligence in housing
  • Mobysoft – Data problems affecting complaints’ handling
  • Data, AI and private-sector strategies
  • Smart repairs & smarter homes
  • From firewalls to fortresses
  • Achieving three quick wins in AI
  • Rebuilding Selwood Housing’s IT infrastructure
  • Are you ready for organisational AI?
  • PIMSS releases AI Document Reader for compliance
  • Calico Homes cuts arrears with RentSense
  • FourNet launches digital transformation index
  • New income recovery software from Voicescape
  • Asprey Assets at YMCA
  • I love spreadsheets…
  • All watched over by machines of loving grace – AI assistants and adult social care
  • The rent revolution – The case for AI-powered payments
  • Unlocking safer living through data
  • Aareon acquires MIS ActiveH
  • Vericon launches MouldSense
  • Back to the future at Housing Technology 2025
  • FireAngel wins Which? Award
  • Maximising income and preventing homelessness
  • Anchoring digital innovation with Plentific
  • Cynon Taf Community Housing gets Housing Insight’s Arrears Manager
  • Tenants, AI & your biggest compliance risk
  • EDITOR’S NOTES – Data, standards & straight-through processing
  • AI as a social housing expert
  • South Yorkshire Housing halves arrears with Mobysoft
  • Bromford Flagship wins Aico’s smart-home competition
  • Putting VIVID’s customers in control of their tenancies

Footer

Housing Technology Main Logo
  • Instagram
  • LinkedIn
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2025 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293