Energy users to be compensated for broken smart meters

Households could be automatically compensated by their energy supplier if their smart meter isn’t properly installed or fixed.

Under new rules put forward by energy watchdog Ofgem, customers requesting a new meter must be offered an appointment within six weeks.

And if a problem with an existing smart meter is reported, an energy supplier must provide a resolution plan within five working days.

If a smart meter installation fails because of a fault in the supplier’s control, or a broken device isn’t repaired within 90 days, customers could get £40 in compensation.

Changes ‘will make process quicker and easier’

Tim Jarvis, director general for markets at Ofgem, said many customers are “waiting too long” to get a smart meter installed or facing lengthy delays when it stops working.

However, he believes the changes it has put forward will make the process “quicker and easier” for households and ensure they’re fairly compensated if something goes wrong.

“If a customer wants a smart meter, it’s vital suppliers offer them as soon as possible and that they work in smart mode from the get-go,” Mr Jarvis commented.

The announcement has been welcomed by the government, which said the changes will ensure people who want to upgrade their meters get better support.

“Smart meters can help households gain control of their energy usage and save money on their bills,” said Miatta Fahnbulleh, minister for energy consumers.

“We want to make sure more consumers feel the benefits of having one installed.”

According to government figures, two-thirds of homes in Britain now have a smart or advanced meter installed.