1. Consumer attitudes to the energy market and smart meters Smart Meter Central Delivery Body May 2014: Wave 1

2. Sub-groups As well as age, gender, region, SEG, we have also looked into ‘vulnerable groups’. There are defined as: Fuel poverty (those who spend 10% or more of their income on fuel) Has a disability Renters (as in those who rent the property in which they reside) Pay by Pre-pay meter (all those who pay their electricity or gas via a pre-pay meter) 10,033 Bespoke online survey designed to be representative of the GB population and based on a large sample size to allow drill down analysis to sub group level. Data collection between: 31st March - 13th April 2014 A total of 10,033 GB Nat Rep sample was achieved. 18 years+, with quotas on: age, gender, region, SEG to ensure a robust GB representative sample design. 2 Overview of survey design

3. 51%49% 48 Average age GenderAge Social Grade Region House Type 54% 46% 35% 37% 29% Terraced: 23% Detached: 23% Semi: 33% Flats: 18% 7% 9% 10% 13% 9% 4% 11% 9% 5% 14% 9% Respondent Profile Q1. Gender Q2. Age Q5. Region Q24. Which type of property do you live in? Q36. Social class Base: All Respondents (10,033) 3

4. 4 Respondent Profile Q6: Bill responsibility. Q7 Payment method. Q7a+b estimated annual energy (electricity/main gas) spend. Q8a. Which company supplies electricity to your home? Q8b. Which company supplies mains gas (if you have it) to your home? Base: All Respondents (10,033) Billing ResponsibilityBilling Payment MethodAnnual Bill Size (electricity/gas) Average: £1,100 Mains gas supplier ‘other’ contains any mentions below 5% Electricity Provider

5. 5 A slightly higher percentage of people in London do not know their annual energy spend Q7a+b estimated annual energy (electricity/main gas) spend.. Base: All Respondents (10,033) All Respondents solely or jointly responsible for paying bill (9,240) Percentage of those who do not know their energy spend All Respondents 7% 12% 9% 13% 10% 9% 8% 9% 8% 9% 4% 5% 6% 4% 5% 3% 5% NET: Solely/jointly responsible for paying bill Total 10% Total 5%

6. Q10 For each of the statements below please indicate the extent to which you agree or disagree? Base: All Respondents (10,033) There is a general lack of trust towards energy suppliers. 6 I don't trust any energy supplier I don't think I have the information I need to choose the right energy tariff I worry I'm paying for more energy than I use I don't trust my energy supplier(s) I don't think I have the information I need to choose the right energy supplier I worry I'm running up a big energy bill without realising it I worry that my energy bills are not accurate I don't understand my energy bill Agreement with statements Net difference 33% 16% 11% 17% 15% -2% 4% -3%

7. Q10 For each of the statements below please indicate the extent to which you agree or disagree? Base: All Respondents. Those with a disability (1366) Renters (3555 ) Those who pay by pre-pay meter (1443) Those who have fuel poverty (831) General lack of trust and concerns are even higher amongst vulnerable groups. 7 I don't trust any energy supplier I don't think I have the information I need to choose the right energy tariff I worry I'm paying for more energy than I use I don't trust my energy supplier(s) I don't think I have the information I need to choose the right energy supplier I worry I'm running up a big energy bill without realising it I worry that my energy bills are not accurate I don't understand my energy bill Total Those with a disability Those who rent Those who pay via a pre-pay meter Those with fuel poverty 11% Agreement with statements (Top 2 Box): Total versus vulnerable groups

8. Total North East North West Yorks/ Humber West Mids East Mids Wales East of England London South East South West Scotland NET: England I don't trust any energy supplier51% 55%53% 51% 52%49%47%50%47%53%50% I don't think I have the information I need to choose the right energy tariff 43% 48%43%42%43%41%43%40%45%44%42%46%43% I worry I'm paying for more energy than I use41% 45%42%40%41%39%43%36% 47%40%37%44%41% I don't trust my energy supplier(s)40% 46% 45%42%39%38%42%37%40%37% 43%40% I don't think I have the information I need to choose the right energy supplier 39% 42%40%37%39%38%40%35% 43%39%37% 43%39% I worry I'm running up a big energy bill without realising it 37% 39%38%37%39%35%37%33% 43%36%34%39%37% I worry that my energy bills are not accurate 37% 41%38%37%35%33% 32% 41%36%33% 40%36% I don't understand my energy bill36% 39%37%36%38%33%35%32% 39%35%30%38%35% London is generally more worried than the rest of the country, with the NE and NW also showing some higher levels of concern. Q10 For each of the statements below please indicate the extent to which you agree or disagree? Base: All Respondents (10,033) Note: Stat testing conducted vs total at 95% level of confidence. Agreement with statements (Top 2 Box) = significantly higher than total = significantly lower than total

9. 84% of people aware and 44% interested in having a smart meter Claimed awareness of Smart Meters 84% are aware of Smart Meters Top 2 Box Interest in having a Smart Meter (Sub groups) Total 44% Q15. To what extent would you be interested, or not, in having a Smart Meter installed in your home? Base: All Respondents (10,033) Q 11: Smart Meters monitor energy consumption in the home. Before today had you heard of Smart Meters? Q12. Do you have a Smart Meter? Base: All Respondents (10,033)

10. Q10 For each of the statements below please indicate the extent to which you agree or disagree? Base: All those who have awareness and understanding and accurately claimed to own a smart meter (90) All those who do not own a Smart Meter (7474) On balance those respondents with a Smart Meter trust their energy supplier. 10 Accurately claimed smart meter ownership, awareness and understanding Do not own a Smart Meter Agreement with statement ‘I don't trust my energy supplier(s)’ Net difference -2% 19%