Which? published survey findings on 23 September 2024 showing that around 10% of the smart electricity and gas meters in homes in England, Scotland and Wales are not working as they should, according to government data1. The consumer body put the number at around 3.5 million meters, and said 90% of smart meters are working as they should1.
Which? asked 10,193 members of its Connect panel with smart meters to get in touch if they had had a problem, then surveyed 325 of them who had had an issue in the past six months and contacted their supplier about it1. More than two fifths said their problem was ongoing, just under two fifths said it was resolved, and one in 10 said their problem was not solved and their supplier could not fix it1. The surveys were carried out online in June 2024 and July 20241.
On service quality, nearly half of the customers asked were dissatisfied with how long it took to get an answer to their smart meter query, and more than four in 10 were dissatisfied with how long it took to get in touch with someone who could help1. Overall, nearly half were dissatisfied with the customer service they received1. Complaints reported to Which? included a lack of action by suppliers, advisors lacking understanding of smart meter issues, poor advisor attitude, contradictory advice from different people, and advisors being limited by a script1.
Which? said a smart meter that is not sending automatic readings should still be operating correctly as a meter, measuring how much energy is used, and that manual readings may be needed until it is fixed1. It listed signs of a problem: estimated bills, readings marked as estimated or "E", and missing smart meter data in a supplier's online account or app1. Smart meters send automatic readings at least monthly, and as often as every half hour if the customer has agreed to it1. Monitor faults, which Which? said are separate from the meter itself, can stem from the monitor losing connection with the meter, running out of battery, or not receiving tariff updates from the supplier1.
Why it matters for households
A meter that has stopped sending readings does not stop measuring energy, but it does put the household back on manual readings and can lead to estimated bills until the fault is fixed1. That weakens the visibility a household has over its own consumption, which is the practical basis of smart meters and energy independence. Where a fault is reported and not resolved, the survey indicates a sizeable share of customers wait weeks or months, with one in 10 told their supplier could not fix the problem at all1. For homes relying on an in-home display to track spend, a blank screen or missing fuel data removes the same information by a different route1. The rules that set how quickly suppliers must act on faults are set out in the smart meter guaranteed standards, and the wider duties on suppliers are covered in smart meter rules and supplier obligations. Households in flats and rented homes can face additional constraints when faults need access or landlord involvement, covered in smart meters and monitoring in flats and rented homes.
What happens next
Which? said it had written to the chief executives of Scottish Power, British Gas and Virgin Media as part of its Customer Service Counts campaign, asking them to improve service and to communicate the steps they are taking1. No response from those companies, and no date for further action, has been reported1.