A BBC consumer expert has explained new rules coming into force on February 23 that could see households receive £40 in compensation for problems with their smart meters. The changes, introduced by energy regulator Ofgem, are designed to strengthen protections for consumers and ensure suppliers meet expected standards of service.
Speaking on BBC Morning Live, consumer reporter Holly Hamilton said the new rules mean customers will automatically receive £40 if they wait more than six weeks for an installation, have an installation appointment cancelled due to a supplier fault, or report a smart meter problem and do not receive a plan to fix it within five working days. She stressed that the payment should be automatic, with customers not needing to chase it, and that the rules are not retrospective.
Hamilton highlighted the case of a viewer whose smart meter had not worked since 2022, noting that suppliers now have little time to address issues before the new deadline. She described the changes as a "win-win" for consumers, saying they give energy firms "a little nudge" to resolve long-standing problems.
Ofgem says more than 70 per cent of homes in Britain have a smart or advanced meter, with over 90 per cent working correctly. The regulator's new Guaranteed Standards aim to improve the smart meter experience by setting clearer expectations for suppliers and protecting consumers when things go wrong.
Melissa Giordano, Deputy Director of Systems and Processes at Ofgem, said: "Smart meters offer customers accurate bills, cheaper tariffs, and real-time energy use tracking. Every customer who wants a smart meter should get one quickly, and it should work from day one. These new rules will set clear expectations of suppliers, drive better performance, and protect consumers when things go wrong."
