C2C domestic customers

The change in operating arrangements on Capacity to Customers (C₂C) circuits could potentially increase the number of short duration interruptions experienced by all customers; as closing the normally open point (NOP) to form a closed ring generally doubles the number of customers affected by a fault. However, the new operating regime was proven to deliver a shorter interruption to supply than under normal operating arrangements. It was therefore essential to carry out extensive customer engagement throughout the trial, to understand the impact on overall customer experience.

We conducted detailed customer research with a sample of customers in the trial area to understand any relative shift in overall customer experience, looking at power quality, interruption frequency and duration.

The results of this engagement demonstrated that the change in operating conditions did not adversely affect customer perception of their electricity service. In some cases customers’ perception was more favourable for all three key power quality measures: frequency, duration and dips and spikes.

We also convened an engaged customer panel to explore the extent to which customers understood C₂C, its benefits, any perceived barriers to its success and whether domestic customers needed to be informed about the trial. This panel helped formulate effective communication plans, which resulted in the publication and circulation of a leaflet to all customers on the trial circuits before the trial started.