Citizens Advice published State of the Smart: Consumer experiences of smart meters on 3 February 2026, an update to its earlier report Get Smarter that repeats many of the same questions to show how consumer experiences have changed in the 18 months since the earlier fieldwork1. The charity says 70% of households had a smart meter by September 20251.
The report sets out five measures it wants to see. It calls for the accountability gap between energy suppliers and DCC to be closed, and says that if this requires changes to DCC contracts then those should be made, but that in the meantime suppliers should be held accountable when smart metering equipment does not work1. It wants the current voluntary standards for replacing in-home displays (IHDs) formalised into an enforceable requirement, so that all suppliers reach the quality of service some already achieve1. It also calls for the back-billing window for customers with smart meters to be cut to six months, which it says should push suppliers to get more meters working more quickly and reduce shock back-bills1.
On measurement, Citizens Advice argues that a meter's functionality should be judged by whether it can consistently run a flexible tariff and prevent estimated bills or requests for manual reads, rather than by current metrics. It says a consumer will reasonably consider a meter not to be working if those criteria are not met, even where the meter counts as operating in smart mode1. The report also says the government's forthcoming rollout framework should incentivise suppliers to install smart meters for everyone who wants one and tackle barriers for groups less likely to have one, including private rented sector households, adding that suppliers should follow demand rather than install only where it is easiest1.
"Based on the findings of this research, we are calling for the following measures to address consumer issues with smart meters"
| Proposal | What Citizens Advice asks for |
|---|---|
| Supplier and DCC accountability | Suppliers held accountable when equipment does not work; DCC contract changes if needed1 |
| IHD replacement | Voluntary standards made enforceable1 |
| Back-billing | Window cut to six months for smart meter customers1 |
| Functionality measure | Judged on running a flexible tariff and avoiding estimated bills or manual reads1 |
| Rollout framework | Incentives to install for all who want one, including private rented sector1 |
Why it matters for households
The proposals go to the practical value a household gets from a meter. A meter that cannot hold a flexible tariff or that still produces estimated bills leaves a home without the usage data it needs to manage consumption, and the report treats that as not working regardless of official status1. Enforceable IHD replacement standards would matter to households whose display has failed, since the display is often the only in-home view of live usage. A shorter back-billing window would limit how far arrears can build before a supplier bills for them, which the report links to catch-up bills for smart meter customers1. The call for a demand-led rollout addresses homes that have asked for a meter and do not yet have one, a group the report says is significant1. The report sits alongside Citizens Advice's wider consumer service and complaints work and the existing supplier obligations that govern installation and meter operation.
What happens next
The report points to the government's forthcoming rollout framework as the vehicle for the rollout changes it seeks, and to DCC contract changes as a possible route on accountability, but no dates are given for either1. It does not report a response from government, Ofgem, suppliers or DCC, and no timetable for the other measures has been reported1.
Sources2 cited
- State of the Smart: Consumer experiences of smart meters - Citizens Advice, citizensadvice.org.uk
- State of the Smart: Consumer experiences of smart meters - Citizens Advice, citizensadvice.org.uk