A submetering rollout succeeds or fails on trust. The technical install matters, but the resident experience is what boards remember. If residents feel surprised or confused, you get resistance. If they feel informed and supported, you get buy-in.
The message you should repeat: "This upgrade makes electricity billing fair and usage-based, gives residents control, and helps modernize the building, while the building continues to pay common area electricity."
The 4 resident concerns you must address: fairness ("Will I pay more?"), disruption ("Will my power be off?"), privacy ("Are you tracking me?"), and affordability ("What if I cannot afford it?").
A simple rollout timeline: T minus 30 days for announcement and FAQ, T minus 14 days for installation schedule and portal registration, T minus 7 days for final reminder, go-live week for welcome letter and portal setup, and first 60 to 90 days for education and support reinforcement.
Include these 8 questions in your FAQ: What is submetering? Why are we doing it? What changes for me? When does it start? Will my electricity ever be shut off during installation? What if I think my bill is wrong? What if I have trouble paying? Where do I get help?
The Ontario Electricity Support Program (OESP) provides an ongoing monthly credit on electricity bills for eligible households. Higher monthly credits can range from $52 to $113 for certain eligible customers.
Communication is not a single notice. It is a short campaign. Lead with fairness and control, not technology. Avoid sounding like a rate increase. Be honest about the trade-off: high users will pay more, and that is the point.