Hydro One responds to poor public service accusations

By Ontario Ombudsman/Hydro One Inc.


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TORONTO, ONTARIO -- The Ontario Ombudsman André Marin has accused Hydro One of “extorting” their customers by sending out letters this winter threatening to cut off electricity to customers late in paying their bills—even though it’s against company policy. The Ontario Ombudsman is an independent officer of the Legislature who, on behalf of the public, investigates complaints about the province's government services.

In response to the Ombudsman's media briefing earlier today, Hydro One provided the following update to the media.

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Significant improvements have been made since the implementation of the Company's new customer information system in May 2013 a change which led to billing issues for about 6 of its 1.3 million customers. The Company is committed to continue to work with the Ombudsman to resolve all issues brought forward. Any customer who experienced a billing disruption as a consequence of our new billing system implementation has been excluded from the collections process for a year.

Customers with incorrect bills will not receive disconnection notices.

"We have come a long way. In the past year, we have restored service levels at our call centre and performance of our billing system to levels higher than before the transition to our new billing system two years ago," said Carm Marcello, President and CEO, Hydro One. "Our relationship with our customers goes far beyond the bill. With the technical issues behind us, we are now revisiting all of our customer interactions with the goal of transforming our business into a truly customer caring organization."

Recently, the Ombudsman also referenced our disconnection process:

- Hydro One is reviewing and revising its disconnection communications to ensure that they are a clear and accurate reflection of our policies and easy for our customers to understand. We will work with the Ombudsman to resolve this issue.

- Disconnection is always a last resort.

- We do not disconnect during the winter months.

- Regardless of the time of year, we do communicate with customers to encourage them to keep their accounts current.

- Hydro One's process for working with customers in arrears has multiple stages and notifications to make customers aware of the actions they can take to keep their accounts current.

- We also inform them of the help and programs that are available if they are in financial difficulty.

- Managing credit and collections processes is about striking the right balance between compassion for individual hardship and fairness for all customers.

- Hydro One has brought in a North American expert on credit and collections to analyze our practices and make recommendations. His initial assessment is that Hydro One's collections practices are consistent with electric utility industry, but Hydro One provides customers with more time and leeway to manage their accounts than is typical in the industry.

- We hear the Ombudsman's concerns and Hydro One would like to sit down with him and write the disconnection letter to his satisfaction.

At this time, Hydro One's customer service operations and billing system are performing well. As of today, the Company has:

- Completed 99 of the 3,395 complaints received from the Ombudsman's office. The Ombudsman's office has told Hydro One that the remaining 6,005 complaints will not be transferred to Hydro One.

- Reduced the number of customers who have not received a bill for a prolonged period of time: less than 0.1: improved from 5 475 from 53,495.

- Reduced the number of customers who have received only estimated bills for a prolonged period of time: 0.4 from 3 4,681 from 30,899.

- Improved first call resolution to 85 from 75.

- Communicated with more than 60,000 customers through three teletownhalls and an online survey seeking their advice on how to improve service.

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Plan to End E-Vehicle Subsidies Sparks Anger in Germany

Germany EV Subsidy Cut triggers budget-crisis fallout in the automotive industry, after a constitutional court ruling; EV incentives end, threatening electromobility adoption, manufacturer competitiveness, 2030 targets, and demand amid Chinese competition and weak global growth.

 

Key Points

A sudden end to Germany's EV incentives due to a budget shortfall after a court ruling, hurting automakers and adoption.

✅ Ends buyer rebates amid budget crisis ruling

✅ Risks 2030 EV targets and industry competitiveness

✅ Weak demand and China competition intensify

 

The German government has faced a backlash after abruptly ending an electric car subsidy scheme in a blow to the already struggling automotive industry.

The scheme is one of the casualties of a budget crisis caused by a shock constitutional court ruling in November that upended the government's spending plans.

The economy ministry said Saturday that Sunday would be the last day prospective buyers could apply for the scheme, which paid out thousands of euros per customer to partially cover the cost of buying an electric car today.

A spokesman for the ministry admitted it was an "unfortunate situation" for consumers who had been hoping to take advantage of the subsidy, but it had no choice "because there is no longer enough money available."

Analyst Ferdinand Dudenhoeffer from the Center for Automotive Research warned the decision could have dramatic consequences amid a Europe EV slump already pressuring demand.

"The competitiveness of [auto] manufacturers will now be severely damaged," Dudenhoeffer told the Rheinische Post newspaper.

The Handelsblatt business daily had already warned that scrapping the scheme risked jeopardizing Germany's plans to get 15 million electric cars on the road by 2030, even though the EU EV share grew during lockdowns earlier in the pandemic.

"This goal was already considered extremely unrealistic. Now it seems completely illusory," it wrote.

In the UK, analysts warn that electric cars could cost more if a post-Brexit deal is not reached, underscoring wider market uncertainties.

A total of around 10 billion euros ($1.1 billion) has been paid out since 2016 under the scheme for around 2.1 million electric vehicles, according to the economy ministry.

Germany's flagship automotive industry, including Volkswagen, has been struggling with the transition to electromobility due to a weak global economy and low levels of demand.

In addition, it is facing a serious challenge from homegrown rivals in China, one of its most important markets, as France moves to discourage Chinese EVs with new rules.

"The Chinese are massively expanding their car industry because they have customers. Our manufacturers no longer have any," Dudenhoeffer said, as France's incentive rules make the market tougher for Chinese brands.

Germany's highest court decided last month that the government had broken a constitutional debt rule when it transferred 60 billion euros earmarked for pandemic support to a climate fund.

The bombshell ruling blew a huge hole in spending plans and plunged Chancellor Olaf Scholz's three-way coalition into turmoil.

After adopting an emergency budget for 2023, Scholz and his junior coalition partners battled for weeks before finally finding an agreement for 2024.

 

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Advanced Reactors Will Stand On The Shoulders Of Giants

Advanced Nuclear Reactors redefine nuclear energy with SMRs, diverse fuels, passive safety, digital control rooms, and flexible heat and power, pairing veteran operator expertise with cost-efficient, carbon-free electricity for a resilient grid.

 

Key Points

SMR-based advanced reactors with passive cooling and digital controls deliver flexible power and process heat.

✅ Veteran operators transfer proven safety culture and risk management.

✅ SMRs, passive safety, and digital controls simplify operations.

✅ Flexible output: electricity, process heat, and grid support.

 

Advanced reactors will break the mold of what we think next-gen nuclear power can accomplish: some will be smaller, some will use different kinds of fuel and others will do more than just make electricity. This new technology may seem like uncharted waters, but when operators, technicians and other workers start up the first reactors of the new generation, they will bring with them years of nuclear experience to run machines that have been optimized with lessons from the current fleet.

While advanced reactors are often portrayed as the future of nuclear energy, and atomic energy is heating up across markets, its our current plants that have paved the way for these exciting innovations and which will be workhorses for years to come.

 

Reactor Veterans Bring Their Expertise to New Designs

Many of the workers who will operate the next generation of reactors come from a nuclear background. Even though the design of an advanced reactor may be different, the experience and instincts these operators have gained from working at the current fleet will help new plants get off to a more productive start.

They have a questioning attitude; they are always exploring what could go wrong and always understanding the notion of risk management in nuclear operations, whether its the oldest design or the newest design, said Chip Pardee, the president of Terrestrial Energy USA, who is the former chief operating officer at two nuclear utilities, Exelon Corp. and the Tennessee Valley Authority.

They have respect for the technology and a bias towards conservative decision-making.

Jhansi Kandasamy, vice president of engineering at GE Hitachi Nuclear Energy, agrees. She said that the presence of industry veterans will benefit the new modelslike the 300 megawatt boiling water reactor her company is developing.

From the beginning, a new reactor will have people who have touched it, worked on it, and experienced it, she said.

Theyre going to be able to tell you if something doesnt look right, because theyve lived through it.

 

Experience Informs New Reactor Design

Advanced reactors are designed by engineers who are fully familiar with existing plants and can use that experience to optimize the new ones, like a family building a house and wanting the kitchen just so. New reactors will be simpler to operate because of insights gained from years of operations of the current fleet, and some designs even integrate molten salt energy storage to enhance flexibility.

NuScale Power LLC, for example, has a very different design from the current fleet amid an advanced nuclear push that is reshaping development: up to 12 small reactorsinstead of one or two large reactorsmanaged from a single digital control roominstead of one full of analog switches and dials. When the company designed its control room, it brought in industry veterans who had collectively worked at more than two dozen nuclear plants.

The experts that NuScale brought in critiqued everything, even down to the shape of the symbols on the computer screens to make them easier to read for operators who sometimes need to quickly interpret lots of incoming data. The control panels for NuScales small modular reactor (SMR) present information according to its importance and automatically call up appropriate procedures for operators.

Many advanced reactors are also smaller than those currently operating, which makes their components simpler and less expensive. Kandasamy pointed out that the giant mechanical pumps in todays reactors generate a lot of heat and require a lot of supporting systems, including air conditioning in the rooms that house them.

GE Hitachis SMR design relies more on passive cooling so it needs fewer pumps, and those that remain use magnets, so they generate less heat. Fewer, smaller pumps means a smaller building and less cost.

 

Advanced Nuclear Will Further the Work of Current Reactors

Advanced reactors promise improved flexibility and the ability to do more kinds of work, including nuclear beyond electricity applications, to displace carbon and stabilize the climate. And they will continue nuclear energys legacy of providing reliable, carbon-free electricity, as a recent new U.S. reactor startup illustrates in practice. As new designs come on line over the next decade, we will continue to rely on operating plants which provide nearly 55 percent of the countrys carbon-free electricity.

The world will need all the carbon-free generation it can get for many years to come, as companies, states and countries aim for zero emissions by mid-century and pursue strategies like the green industrial revolution to accelerate deployment. That means it will need wind, solar, advanced reactors and current plants.

 

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Stellat'en and Innergex Sign Wind Deal with BC Hydro

Nithi Mountain Wind Project delivers 200 MW of renewable wind power in British Columbia under a BC Hydro electricity purchase deal, producing 600 GWh yearly, led by Stellat'en First Nation and Innergex.

 

Key Points

A 200 MW wind farm in British Columbia producing 600 GWh yearly, co-owned by Stellat'en First Nation and Innergex.

✅ 30-year BC Hydro take-or-pay PPA, CPI-indexed

✅ 200 MW capacity, ~600 GWh per year for ~60,000 homes

✅ 51% Stellat'en First Nation; operations targeted for 2030

 

In December 2024, a significant development unfolded in British Columbia's renewable energy sector, where the clean-energy regulatory process continues to evolve, as Stellat'en First Nation and Innergex Renewable Energy Inc. announced the signing of a 30-year electricity purchase agreement with BC Hydro. This agreement pertains to the Nithi Mountain Wind Project, a 200 MW initiative poised to enhance the province's clean energy capacity.

Project Overview

The Nithi Mountain Wind Project is a collaborative venture between Stellat'en First Nation, which holds a 51% stake, and Innergex Renewable Energy Inc., which holds a 49% stake. Located in the Bulkley-Nechako region of British Columbia, the project is expected to generate approximately 600 GWh of renewable electricity annually, comparable to other large-scale projects like the 280 MW wind farm in Alberta now online, sufficient to power around 60,000 homes. The wind farm is scheduled to commence commercial operations in 2030.

Economic and Community Impact

This partnership is anticipated to create approximately 150 job opportunities during the development, construction, and operational phases, thereby supporting local economic growth and workforce development, and aligns with recent federal green electricity procurement efforts that signal broader market support. The long-term electricity purchase agreement with BC Hydro is structured as a 30-year take-or-pay contract, indexed to a predefined percentage of the Consumer Price Index (CPI), ensuring financial stability and protection against inflation.

Environmental and Cultural Considerations

The Nithi Mountain Wind Project is being developed in close collaboration with First Nations in the area, guided by collaborative land-use planning. The project integrates cultural preservation, environmental stewardship, and economic empowerment for Indigenous communities in the Bulkley-Nechako region, while other solutions such as tidal energy for remote communities are also advancing across Canada. The project is committed to minimizing environmental impact by avoiding sensitive cultural and ecological resources and integrating sustainability at every stage, with remediation practices to restore the land, preserve cultural values, and enhance biodiversity and wildlife habitats if decommissioned.

Broader Implications

This agreement underscores a growing trend of collaboration between Indigenous communities, exemplified by the Ermineskin First Nation project emerging nationwide, and renewable energy developers in Canada. Such partnerships are instrumental in advancing sustainable energy projects that respect Indigenous rights and contribute to the nation's clean energy objectives, as renewable power developers find that diversified energy sources strengthen project outcomes. The Nithi Mountain Wind Project exemplifies how integrating traditional knowledge with modern renewable energy technologies can lead to mutually beneficial outcomes for both Indigenous communities and the broader society.

In summary, the Nithi Mountain Wind Project represents a significant step forward in British Columbia's renewable energy landscape, highlighting the importance of collaboration between Indigenous communities and renewable energy developers. The project promises substantial economic, environmental, and cultural benefits, setting a precedent for future partnerships in the clean energy sector, as large-scale storage acquisitions like Centrica's battery project illustrate complementary pathways to unlock wind potential.

 

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US Dept. of Energy awards Washington state $23.4 million to strengthen infrastructure

Washington Grid Resilience Grant funds DOE-backed modernization to harden Washington's electric grid against extreme weather, advancing clean energy, affordable and reliable electricity, and community resilience under the Bipartisan Infrastructure Law via projects and utility partnerships.

 

Key Points

A $23.4M DOE grant to modernize Washington's grid, boost weather resilience, and deliver clean, reliable power.

✅ Targets outages, reliability, and community resilience statewide.

✅ Prioritizes disadvantaged areas and quality clean energy jobs.

✅ Backed by Bipartisan Infrastructure Law and DOE funding.

 

Washington state has received a $23.4 million Grid Resilience State and Tribal Formula Grant from the U.S. Department of Energy (DOE) to modernize the electric grid through smarter electricity infrastructure and reduce impacts due to extreme weather and natural disasters. Grid Resilience State and Tribal Formula Grants aim to ensure the reliability of power sector infrastructure so that communities have access to affordable, reliable, clean electricity.

“Electricity is an essential lifeline for communities. Improving our systems by reducing disruptive events is key as we cross the finish line of a 100% clean electricity grid and ensure equitable benefits from the clean energy economy reach every community,” said Gov. Jay Inslee.

The federal funding for energy resilience will enhance and expand ongoing current grid modernization and resilience efforts throughout the state. For example, working directly with rural and typical end-of-the-line customers to develop resilience plans and collaborating with communities and utilities, including smart city efforts in Spokane as examples, on building resilient and renewable infrastructure for essential services.

“This is a significant opportunity to supplement our state investments in building a robust, resilient electric grid that supports our long-term vision for clean, affordable and reliable electricity – the foundation for economic growth and job creation that strengthens our communities and keeps Washington globally competitive. It shows once again that we are maximizing the federal funding being made available by the Biden-Harris Administration to invest in the country’s infrastructure,” said Washington State Department of Commerce Director Mike Fong.

Across the border, British Columbia's clean energy shift adds regional momentum for resilient, low-carbon power.

Goals include:

Reducing the frequency, duration and impact of outages as climate change impacts on the grid intensify while enhancing resiliency in historically disadvantaged communities.
Strengthening prosperity by expanding well-paying, safe clean energy jobs accessible to all workers and ensuring investments have a positive effect on quality job creation and equitable economic development.

Building a community of practice and maximizing project scalability by identifying pathways for scaling innovations such as integrating solar into the grid across programs.

“The Grid Resilience Formula Grants will enable communities in Washington to protect households and businesses from blackouts or power shutdowns during extreme weather,” said Maria Robinson, Director, Grid Deployment Office, U.S. Department of Energy. “Projects selected through this program will benefit communities by creating good-paying jobs to deliver clean, affordable, and reliable energy across the country.”

DOE has also announced $34 million for grid improvements to bolster reliability nationwide.

“An innovative, reliable, and efficient power grid is vital to Washington’s continued economic growth and for community resilience especially in disadvantaged areas,” said U.S. Rep. Strickland, Co-Lead of the bipartisan Grid Innovation Caucus. “The funding announced today will invest in our energy grid, support good-paying jobs, and means a cleaner, more energy-efficient future.”

Funded through the Bipartisan Infrastructure Law and administered by DOE’s Grid Deployment Office, with related efforts such as California grid upgrades advancing nationwide, the Grid Resilience State and Tribal Formula Grants distribute funding to states, territories, and federally recognized Indian Tribes, over five years based on a formula that includes factors such as population size, land area, probability and severity of disruptive events, and a locality’s historical expenditures on mitigation efforts. Priority will be given to projects that generate the greatest community benefit providing clean, affordable, and reliable energy.

 

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Covid-19: Secrets of lockdown lifestyle laid bare in electricity data

Lockdown Electricity Demand Trends reveal later mornings, weaker afternoons, and delayed peaks as WFH, streaming, and video conferencing reshape energy demand curves, grid forecasting, and residential electricity usage across Europe, New York, Tokyo, and Singapore.

 

Key Points

Shifts in power use during lockdowns: later ramps, weaker afternoons, and higher, delayed evening peaks.

✅ Morning ramp starts later; midday demand dips

✅ Evening peak shifts 1-2 hours; higher late-night usage

✅ WFH and streaming raise residential load; industrial demand falls

 

Life in lockdown means getting up late, staying up till midnight and slacking off in the afternoons.

That’s what power market data in Europe show in the places where restrictions on activity have led to a widespread shift in daily routines of hundreds of millions of people.

It’s a similar story wherever lockdowns bite. In New York City electricity use has fallen as much as 18% from normal times at 8am. Tokyo and three nearby prefectures had a 5% drop in power use during weekdays after Japan declared a state of emergency on April 7, according to Tesla Asia Pacific, an energy forecaster.

Italy’s experience shows the trend most clearly since the curbs started there on March 5, before any other European country. Data from the grid operator Terna SpA gives a taste of what other places are also now starting to report, with global daily demand dips observed in many markets as well.


1. People are sleeping later

With no commute to the office people can sleep longer. Normally, electricity demand began to pick up between 6 a.m. and 8 a.m. Now in Germany, it’s clear coffee machines don’t go on until between 8 a.m. and 9 a.m., said Simon Rathjen, founder of the trading company MFT Energy A/S.

Germany, France and Italy -- which between them make up almost two thirds of the euro-zone economy -- all have furlough measures that allow workers to receive a salary while temporarily suspended from their jobs. The U.K. also has a support package. Many of these workers will be getting up later.

"Now I have quite a relaxed start to the morning,” said David Freeman, an analyst in financial services from London. "I don’t get up until about half an hour before I need to start work.”

2. Less productive afternoons

There is a deeper dip in electricity use in the afternoons. Previously, power use rose between 2pm and 5pm. Now it dips as people head out for a walk or some air, according to UK demand data from National Grid Plc

It’s "as though we are living through a month of Sundays”, said Iain Staffell, senior lecturer in sustainable energy at Imperial College London.

3. Evenings in

From 6pm electricity use begins to rise steeply as people finish work and start chores. Restrictions like work and home schooling that prevent much daytime TV watching lifts in the early evening. This following chart for Germany shows the evening peak for power use coming during later hours.

The evening is when electricity use is highest, with most people confined to their homes. Netflix Inc reported a record 15.8 million paid subscribers – almost double the figure forecast by Wall Street analysts. Video-streaming services like Netflix and YouTube have found a captive audience. The new Disney+ service surpassed 50 million subscribers in just five months, a faster pace than predicted.

Internet traffic is skyrocketing, with a surge in bandwidth-intensive applications like streaming services and Zoom. This may mean that monthly broadband consumption of as much as 600 gigabytes, about 35% higher than before, according to Bloomberg Intelligence.

In Singapore, electricity use has dropped off significantly since the country’s "circuit-breaker” efforts to keep people at home began April 7. Electricity use has fallen and stayed low during the day. But late at night is a different story, as power demand fell sharply immediately after the lockdown began, it has steadily crept back in the past two weeks, perhaps a sign that Tiger King and The Last Dance have been finding late-night fans in the city state.

In Ottawa, COVID-19 closures made it seem as if the city had fallen off the electricity grid, according to local reports.

4. Staying up late

We’re going to bed later too. Demand doesn’t start to drop off until 10pm to 12am, at least an hour later than before.

"My children are definitely going to bed later,” said Liz Stevens, a teaching assistant from London. "Our whole routine is out the window.”

It’s challenging for those that need to predict behaviour – power grids and electricity traders. Forecasting is based on historical data, and there isn’t anything to go into the models gauging use now.

The closest we can get is looking at big events like football World Championships when people are all sitting down at the same time, according to Rathjen at MFT.

"Forecasting demand right now is very tricky,” said Chris Kimmett, director of power grids at Reactive Technologies Ltd. "A global pandemic is uncharted territory."

What normal looks like when the crisis passes is also an open question. Different countries are set to unravel their measures in their own ways, and global power demand has already surged above pre-pandemic levels in some analyses, with Germany and Austria loosening restrictions first and Italy remaining under tight control. Some changes may be permanent, with both workers and employers becoming more comfortable with working from home.

5. Different sectors consume more

In China, which is further along recovering from the pandemic than Europe or the US, the sharp contraction in overall power output masks a shift in daily routines.

Eating habits have changed. Restaurants are expanding delivery and even offering grocery services as the preference for dining at home persists. Household electricity consumption in China probably increased from activities such as cooking and heating, according to IHS Markit, which said that residential demand rose by 2.4% in the first two months as people stayed in.

The increase in technology use also drove China’s power demand from the telecom and web-service sectors to rise by 27%, the consultancy said.

Overall, China power demand in the first quarter of the year fell 6.5% from the same period in 2019 to 1.57 trillion kilowatt-hours, China’s National Energy Administration said last week. Industry uses about 70% of the country’s electricity, while the commercial sector and households account for 14% each. – Bloomberg

 

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National Grid to lose Great Britain electricity role to independent operator

UK Future System Operator to replace National Grid as ESO, enabling smart grid reform, impartial system planning, vehicle-to-grid, long duration storage, and data-driven oversight to meet net zero and cut consumer energy costs.

 

Key Points

The UK Future System Operator is an independent ESO and planner, steering net zero with impartial data and smart grid coordination.

✅ Replaces National Grid ESO with independent system operator

✅ Enables smart grid, vehicle-to-grid, and long-duration storage

✅ Supports net zero, lower bills, and impartial system planning

 

The government plans to strip National Grid of its role keeping Great Britain’s lights on as part of a proposed “revolution’” in the electricity network driven by smart digital grid technologies.

The FTSE 100 company has played a role in managing the energy system of England, Scotland and Wales, including efforts such as a subsea power link that brings renewable power from Scotland to England (Northern Ireland has its own network). It is the electricity system operator, balancing supply and demand to ensure the electricity supply. But it will lose its place at the heart of the industry after government officials put forward plans to replace it with an independent “future system operator”.

The new system controller would help steer the country towards its climate targets, at the lowest cost to energy bill payers, by providing impartial data and advice after an overhaul of the rules governing the energy system to make it “fit for the future”.

The plans are part of a string of new proposals to help connect millions of electric cars, smart appliances and other green technologies to the energy system, and to fast-track grid connections nationwide, which government officials believe could help to save £10bn a year by 2050, and create up to 10,000 jobs for electricians, data scientists and engineers.

The new regulations aim to make it easier for electric cars to export electricity from their batteries back on to the power grid or to homes when needed. They could also help large-scale and long-duration batteries play a role in storing renewable energy, supported by infrastructure such as a 2GW substation helping integrate supply, so that it is available when solar and wind power generation levels are low.

Anne-Marie Trevelyan, the energy and climate change minister, said the rules would allow households to “take control of their energy use and save money” while helping to make sure there is clean electricity available “when and where it’s needed”.

She added: “We need to ensure our energy system can cope with the demands of the future. Smart technologies will help us to tackle climate change while making sure that the lights stay on and bills stay low.”

The energy regulator, Ofgem, raised concerns earlier this year that National Grid would face a “conflict of interest” in providing advice on the future electricity system because it also owns energy networks that stand to benefit financially from future investment plans. It called for a new independent operator to take its place.

Jonathan Brearley, Ofgem’s chief executive, said the UK requires a “revolution” in how and when it uses electricity, including demand shifts during self-isolation to help meet its climate targets and added that the government’s plans for a new digital energy system were “essential” to meeting this goal “while keeping energy bills affordable for everyone”.

A National Grid spokesperson said the company would “work closely” with the government and Ofgem on the role of a future system operator, as well as “the most appropriate ownership model and any future related sale”.

The division has earned National Grid, which has addressed cybersecurity fears in supplier choices, an average of £199m a year over the last five years, or 1.3% of the group’s total revenues, which are split between the UK – where it operates high-voltage transmission lines in England and Wales, and the country’s gas system – and its growing energy supply business in the US, aligned with investment in a smarter electricity infrastructure in the US to modernize grids.

 

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