With MHHS migration underway, suppliers are now shifting from planning to performance.
The discussion in our recent webinar focused on what this means day to day, from stabilising smart performance, improving data quality, and adapting operating models as volumes ramp up.
Our webinar panel included:
- Kevin Scott, Director, BFY Group
- Stephen Harris, VP Energy, OVO
- Ian Holland, Commercial Performance Director, EDF
- Lisa Shepherd, Head of Billing and Metering, E.ON Next
- Matt Turner-Tait, Senior Manager, BFY Group
- Jon Vincent, Client Director, BFY Group
We’ve shared a summary of the key talking points from the session below. You can also revisit the full recording here.
Proving readiness in day-to-day operations
The panel agreed that most suppliers are clear on the overall intent of MHHS. The practical work now sits in how systems, data and teams perform during migration.
Smart meter performance was raised as a key influence on that. Lisa Shepherd (E.ON Next) spoke about the impact of non-communicating meters on billing accuracy, customer confidence and the operational workload. Improving communication rates has a direct effect on how much manual intervention is required and how consistent the customer experience feels.
Data handling was another area of focus. Stephen Harris (OVO) highlighted the shift from periodic reconciliation to continuous data flow. Teams need to be able to recognise irregularities quickly and know how they will be resolved. The discussion touched on the importance of clarity around roles, ownership and escalation, particularly when data flows through multiple service providers.
The group also acknowledged that readiness is shared across the market. Suppliers, service providers and the DCC will need clear interaction points and reliable communication channels. Success relies on how those relationships operate in practice, not only on whether each organisation has completed readiness checkpoints.
Customer understanding will shape the impact of MHHS
The panel reflected that customers are aware of price volatility and the broader energy transition, but this does not always translate into understanding how smart data or new tariffs could help them.
Ian Holland (EDF) spoke about the importance of linking any change to something practical. Customers tend to engage when they can see how it affects their bills, their routines or the level of support they receive. Without this, many will stay with familiar patterns even if better options are available to them.
Matt Turner-Tait (BFY Group) discussed how tariff choice may increase as MHHS matures. More flexible products can create new ways for customers to benefit, although these need to remain easy to navigate. Some households want more control, others prefer predictability. The panel talked about designing products and communications with this range of preferences in mind.
The conversation also touched on households with limited ability to shift usage. The way the price cap evolves will play a role in ensuring those customers are not disadvantaged. A cap that reflects better data may support more accurate outcomes without relying on high levels of engagement.
Using data to shape products
There was agreement across the panel about the longer-term opportunity. With more detailed usage data, suppliers can build a clearer picture of customer needs and behaviours.
Jon Vincent (BFY Group) noted that this creates potential to shape products and services around how people actually use energy, rather than relying on broad assumptions or legacy tariff structures. This can help suppliers differentiate in ways that are more relevant to customers.
Kevin Scott (BFY Group) connected this to wider system outcomes, including more accurate settlement for suppliers and improved flexibility for the grid. Kevin also pointed out the link to Net Zero, where better understanding of demand patterns helps to integrate new forms of generation more effectively.
Watch the full webinar
Our full recording goes deeper into the actions that matter in the next phase, from practical steps to lift smart comms rates, to the data controls teams are standing up. We also explore how leaders are simplifying tariff choices without losing flexibility.
We're continuing to support organisations across the sector in these key areas to strengthen MHHS readiness.
Contact Kevin Scott if there's anything you'd like to discuss with our team.
