The UK must eliminate 100% of carbon emissions by 2050 under the Climate Change Act. The biggest and toughest part of this challenge is the decarbonisation of heat.

Heat networks are a fundamental part of the strategy to meet the decarbonisation target, with the proportion of UK heating delivered over heat networks projected to rise from 2% to as much as 43% by 2050\.

Alongside carbon savings, heat networks also help combat fuel poverty, with customers paying on average £100 p.a. less than those using individual gas boilers; contribute to the UK's energy security by reducing the need to import gas; and, provide an important source of local job creation, among other benefits.

To fulfil their potential, heat networks must be efficient and meet the needs of customers. Unfortunately, multiple studies have shown low levels of satisfaction among customers on many heat networks where the quality of provision is not up to the standards of alternatives. A lack of transparency in providing information to customers during residency is identified one of the key drivers for poor outcomes, a challenge tat is exacerbated by the fact that many residents do not speak English as their primary language.

In [a 2019 study][0], Citizen's Advice recommended that Government should consider introducing a requirement to install smart meters on all new heat networks.They found that consumers are better able to understand and monitor their usage and spend with an in-home display (IHD), which in turn helps them budget their energy costs. They also found that without an IHD, consumers can struggle to work out their consumption, or monitor their payment behaviour.

The Guru Engage project is designed to eliminate several of the causes of low satisfaction among heat network customers and to enable innovative customer-centric service models, improving outcomes and allowing heat networks to fulfil their potential.

This project builds on Guru Systems' experience over the past seven years of using the Internet of Things and data analytics to improve outcomes on heat networks. To date our work has been focused on improving the delivery and operation of heat networks, mainly from the operators' point of view. However, we now recognise that the resident experience is critical to the success of these networks and their ability to decarbonise UK heat.

We want to put residents at the heart of local energy systems, enabled by Guru's hardware and software platforms: Guru Engage

[0]: https://www.citizensadvice.org.uk/Global/CitizensAdvice/Energy/Prepayment%20and%20heat%20networks%20-%20learning%20the%20lessons.pdf