Millions of UK households now rely on smart meters to track their gas and electricity use. But when these devices stop working properly, the consequences can be frustrating, and sometimes costly.
New rules introduced by the energy regulator Ofgem aim to change that.
Energy suppliers must now act more quickly when smart meters develop faults, and households could receive automatic compensation if certain standards are not met.
Here is what the new rules mean for customers and when a payout may apply.
Why smart meters matter for households
Smart meters automatically send gas and electricity readings to your supplier. In theory, this means more accurate bills and access to tariffs that reward people for using electricity at cheaper times of day.
The UK government has been encouraging households to adopt smart meters for several years as part of a broader push to improve energy efficiency and modernise the electricity system. According to government statistics, more than 70% of UK homes now have a smart meter or advanced meter installed.
But not all of them work as intended.
Reports suggest that around three million smart meters in the UK are currently not operating properly, meaning households may lose access to key features such as real-time usage information or cheaper off-peak tariffs.
The new 90-day repair rule
Under updated standards introduced by Ofgem, energy suppliers must now resolve certain smart meter issues within 90 days.
If a smart meter develops a fault or stops sending readings correctly, suppliers are expected to investigate and either repair or replace the device within that timeframe.
The rules form part of a wider update to Ofgem’s “guaranteed standards of performance”, which set minimum service expectations for energy suppliers. If companies repeatedly fail to meet these standards, the regulator can take enforcement action, including fines or other regulatory measures.
When households could receive £40 compensation
The updated rules also include situations where households may be entitled to automatic compensation. That changes the risk profile.
Consumers could receive £40 if:
- They wait more than six weeks for a smart meter appointment
- An installation appointment fails due to a problem within the supplier’s control
- A supplier does not provide a resolution plan within five working days after a fault is reported.
These payments are designed to ensure suppliers respond quickly when problems arise. In most cases the compensation should be paid automatically, meaning customers do not need to submit a separate claim.
What to do if your smart meter is not working
If your smart meter stops sending readings or displaying usage correctly, the first step is to contact your energy supplier and report the issue.
Keep a record of when the problem was reported and any responses you receive.
If the supplier fails to respond within the required timeframe or repeatedly delays repairs, you may be entitled to compensation under the new standards.
For many households, the new rules should mean faults are resolved more quickly and that consumers are better protected when service falls short.
