Many households have struggled with their smart meters not operating as they should, meaning they do not send automatic meter readings to suppliers
Energy suppliers will have no more than 90 days to repair faulty smart meters under new rules that are coming into force.
Many households have struggled with their smart meters not operating as they should, meaning they do not send automatic meter readings to suppliers.
If energy firms do not fix “dumb” smart meters within the 90-day timeframe, they face fines or legal action from the regulator Ofgem.
The new rules will come into action from early May. It comes after new forms last month saw households now become eligible for £40 in compensation if they face issues with the installation of a smart meter.
For example, households will get £40 if they have to wait more than six weeks for a smart meter appointment.
Compensation will also be due if an installation appointment fails due to a fault within the supplier’s control, or when a supplier does not provide a plan for a reported issue within five working days.
Smart meters are used by almost 40 million households and small businesses across Britain.
Energy suppliers will be required to replace all smart meters that are still connected to 2G and 3G before the services are switched off by 2033.
Minister for Energy Consumers Martin McCluskey said: “Smart meters are already helping millions of people manage their energy use and save on bills.
“But we know far too many people can be waiting several months for their smart meter to be fixed – and losing money in the process.
“These new rules will put an end to this, making sure meters are fixed in good time – driving up standards, protecting billpayers, and helping more consumers feel the benefits of having a smart meter.”
Victoria Bacon, Smart Energy GB Director of Communications, said: “Considerable progress has been made in improving people’s experience of smart meters, with more than 9 in 10 now operating in smart mode and the latest data showing 85% of people are happy with their smart meter.
“The latest Citizens Advice-Ofgem Consumer Satisfaction Survey also shows satisfaction with smart meters rising steadily over the past two years.
“It’s important that people have a positive experience of smart meters. With over 70% of energy meters now smart, the new rules should reassure households and encourage more smart meter installations, giving people greater control over their energy use and access to a wider range of tariffs that can help save money.”
