Which? contacted the eight biggest UK energy suppliers about their policies on replacing broken in-home displays (IHDs), also called smart meter monitors, and published the responses on 5 September 2024. The consumer body said the information was correct when it contacted suppliers in August 20241.
Under rules set by the energy regulator Ofgem, suppliers must fix or replace a display for 12 months after it was provided. After that period, firms may charge for a replacement and set their own price1. Which? reported that policies differ between companies, with some going beyond the minimum requirement and others charging1.
| Energy firm | Free replacement after 12 months? | Replacement cost |
|---|---|---|
| British Gas | For some customers, including vulnerable customers without internet access | n/a |
| EDF Energy | Did not respond to Which? | £49.99 plus delivery, via partner Ivie Bud (£5 off with a promotional code) |
| E.ON Next | Did not respond to Which? | £49.99 plus delivery, via partner Ivie Bud (£5 off with a promotional code) |
| Octopus Energy | Yes, if it has physical problems, a fault has occurred or the customer has lost it | n/a |
| Ovo Energy | Yes, after trying to fix it remotely first | n/a |
| Scottish Power | Did not respond to Which? | Not given |
| Utilita | Yes, if the monitor is returned and found faulty; chargeable if the issue is outside Utilita's control, such as accidental damage. Free for new tenants | £39.99 |
| Utility Warehouse | Yes, unless multiple replacement monitors have already been provided | £30 |
Which? said all the suppliers it spoke to would continue to work with customers who have switched supplier to try to get a monitor working again1. It also set out the voluntary government principles that companies should follow, including troubleshooting problems effectively, training customer service agents, offering a replacement or a route to buy one, ensuring replacements work in a timely manner, and providing a next best solution where a smart meter cannot work for technological reasons1. All the suppliers in the table have signed up to these principles, along with E (Gas & Electricity), Ecotricity and Good Energy1.
"Energy companies are only required to fix or replace your display for 12 months after it was provided, after which they can charge you for supplying a new one."
Which? noted that a faulty monitor does not affect the smart meters or the energy supply, and that a household will not be cut off and usually will not need a new smart meter1. It said a smart meter reading marked "s" or "smart" on a statement indicates an automatic reading, while "e" or "estimated" indicates the supplier has not had one1. British Gas told Which? that most monitors restart automatically within a week1.
Why it matters for households
An in-home display is the near-real-time view of gas and electricity use and cost, and for prepay customers it also shows credit1. When it stops working, the household loses that at-a-glance picture, though the meter itself and the supply are unaffected1. The 12-month replacement rule means the point at which a fault appears determines whether a fix is free or chargeable, and after that point the price is set by the supplier1. For homes without internet access, or where a monitor is the main way of tracking prepay credit, the practical effect of a chargeable replacement is greater1. Alternatives exist: online accounts and supplier apps carry usage data, though usually not in real time, and Which? described Octopus Energy's Home Mini device, which updates app and online data every 5 to 15 seconds, and Utilita's geo IHDs, which update prepay balances in its app in real time1. Households that declined an IHD at installation can still request one free of charge for up to 12 months1. Where a monitor is bought and turns out to be faulty, consumer rights apply: 30 days to claim a refund, then a chance for the retailer to repair or replace, and a full refund in the first six months if repair or replacement is not possible1. The Ivie Bud IHD, available to EDF Energy and E.ON Next customers, carries a 12-month warranty, excluding faults caused by internet, smart meter equipment, misuse, storage, installation or external events1. For households weighing up a replacement, the difference between a smart meter display and a standalone energy monitor is set out in our guide to smart meter vs energy monitor, and the rules on time-of-use charging are covered in peak pricing with smart meters.
What happens next
Which? has not reported any further action by Ofgem or by suppliers following the August 2024 responses. No date has been given for a change to the 12-month replacement rule or to the voluntary principles.