Millions Missing Out on Smart Meter Benefits Due to Faults, Says Citizens Advice

Millions of households in Great Britain are not enjoying the benefits promised by smart meters due to technical issues and poor customer service from energy suppliers, according to research from Citizens Advice. The consumer charity claims that more than half of British homes with smart meters face difficulties, with suppliers often unavailable when problems arise.

A survey conducted between August and October 2023 of 4,000 domestic energy consumers revealed that 20% of households with smart meters still need to regularly submit manual readings as their devices fail to send readings automatically. Additionally, 31% reported issues with their in-home display (IHD) screens, which help track energy usage and costs.

A quarter of the respondents experienced billing issues, some receiving shock catch-up bills exceeding £1,000 after meters went unchecked for over a year. Government data from the Department for Energy Security and Net Zero indicates that about 10% of smart meters were not functioning properly by the end of 2023. However, Citizens Advice suggests this figure could be as high as 20% to 30%.

Citizens Advice has called for new regulations to ensure timely identification and resolution of smart meter faults, including imposing a six-month limit on back billing to prevent high catch-up bills. They also proposed new Guaranteed Standards of Performance and automatic compensation for affected consumers.

The Department for Energy Security and Net Zero reported that nearly 90% of the approximately 35 million installed meters are functioning correctly and affirmed that energy suppliers are responsible for maintaining operational smart meters. Ofgem is responsible for regulating these standards and ensuring suppliers address any issues promptly.