Data shows nearly four million smart meters are out of order

Government figures show that nearly 4 million smart meters across the UK are not working properly.

According to the Department of Energy Security and Net Zero Emissions (DESNZ), as of June 2023, around 2.7 million meters were not operating in smart mode, but by the end of last year this had increased to 3.98 million.

Smart meters are considered an important tool in helping energy customers manage their natural gas and electricity usage.

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They work by sending real-time gas and electricity usage data to energy suppliers and showing customers the cost of their energy usage.

When connections are incorrect, customers receive an estimated bill, meaning they may be overcharged. Customers are encouraged to send in meter readings to ensure their bills are accurate.

Not so smart mode

The UK Energy Trade Association, which represents suppliers, said “technical issues may prevent some meters from operating in smart mode” and when this happens suppliers are obliged to replace them.

A spokesperson said: “Customers should always contact their supplier if they are experiencing an issue – there may be a range of potential solutions, so it’s best to address it on a case-by-case basis.

“It is of course important that the figures correctly reflect the current situation and we will continue to work with suppliers and other partners in the scheme to further improve the smart home customer experience.”

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Nonprofit says ‘vast majority are functioning as expected’

Not-for-profit organization Smart Energy GB said it understood the “frustration” of people whose meters weren’t working properly.

The report said there are currently nearly 35 million smart meters in the UK and “the vast majority are operating as expected”.

The report said that as of the end of last year, 88.6% of operators were in smart mode, up from 87.3% last year. The sharp increase may be due to an error in data reporting in June.

A spokesman said: “If your smart meter is not sending automatic readings to your energy supplier, rest assured that it will still record your energy usage correctly.”

“We recommend that you send your supplier meter readings to ensure you receive an accurate rather than an estimated bill until all functionality of your smart meter has been restored.”

Minister calls on energy regulator to hold suppliers to account

Lord Callanan, the energy efficiency and green finance minister, has written to energy regulator the Office for Gas and Electricity Markets calling on them to take action to hold underperforming energy suppliers to account.

An Ofgem spokesman said suppliers had been asked to provide more details on how they planned to resolve connectivity issues.