Households to get automatic compensation for smart meter delays and faults

Households will get automatic compensation if energy suppliers don’t meet new smart meter standards.

According to energy watchdog Ofgem, many customers are waiting too long to get a smart meter installed or face delays on repairs when it stops working.

So from next year, you'll be entitled to compensation if: 

• you’re not offered an installation appointment within six weeks of requesting one
• a smart meter installation fails due to a fault within the supplier’s control
• you report a problem and a plan to resolve it isn’t provided within five working days
• your smart meter stops working in smart mode and isn’t fixed within 90 days

Ofgem also plans to expand compensation rules to cover smart meters that aren't working in smart mode due to wider connectivity issues.

Putting households first

At the moment, energy suppliers must automatically pay £40 to customers if they fall short of minimum standards, such as missing or cancelling appointments and not fixing or replacing faulty meters.

"These new rules are about setting clear expectations of suppliers, incentivising them to boost smart meter standards, and protecting consumers from poor service if things go wrong,” said Charlotte Friel, director of retail pricing and systems at Ofgem.

Miatta Fahnbulleh, minister for energy consumers, added: “This marks another step in our work to bring down bills for working people and rebuild consumers’ confidence in the energy sector.” 

What are smart meters?

Smart meters automatically record how much gas and electricity you’re using and send this information to your supplier.

Since these readings are based on real data rather than estimates, your bills should be more accurate.

They also come with an in-home display that shows how much energy you’re using in near real-time and what it’s costing you.

That can help you identify where you’re using the most energy, change your habits and potentially save money.

According to government figures, two-thirds of British homes now have a smart or advanced meter, and more than nine in ten are working correctly.

How can I get a smart meter?

Contact your supplier and they’ll arrange for a smart meter to be installed free of charge in your home.

The work will take place at a time and date that suits you and should take up to two hours to complete.

You’ll also be shown how to use the in-home display.