OFGEM is planning to introduce new smart meter rules from early 2026, which would provide customers with stronger rights and automatic compensation if suppliers fail to deliver installations or repairs promptly.
OFGEM has proposed 4 new rules, which would mean consumers facing delays or faults would receive automatic compensation.
Proposed new rules include:
- Compensation if installation takes more than 6 weeks.
- Compensation for failed installations due to supplier faults.
- A requirement for suppliers to provide a resolution plan within 5 working days when a problem is reported.
- Compensation if a smart meter isn’t fixed within 90 days when not operating in “smart mode.”
The changes will also cover wider connectivity issues, enhanced protections for households and extend to microbusinesses who will benefit from improved smart meter rights. Suppliers that don’t meet these standards will have to pay affected customers automatically (currently set at £40 per failure).
This move follows OFGEM’s compliance work over the past year, which has seen over 600,000 faulty smart meters repaired or replaced.
The aim is to improve customer experience, speed up installations and repairs, and rebuild public trust in smart meters, which already operate in 66% of British homes.
You can read the full press release from Ofgem on their website.
What to Do if Your Smart Meter Isn’t Working
If your smart meter is faulty, showing incorrect readings, or not sending data to your supplier:
- Contact your energy supplier straight away
- Explain the problem clearly.
- Ask for a clear resolution plan and timeframe.
- Keep manual meter readings
- Give these to your supplier to make sure your bills stay accurate.
- Know your rights
- If your supplier misses deadlines for fixing the fault (including making and keeping appointments, investigating and fixing/replacing credit or prepayment meter faults or switching supplier within five working days) you may be entitled to £40 automatic compensation under the Guaranteed Standards of Performance.
- Keep records
- Note the date you reported the fault, who you spoke to, and any reference numbers.
- Escalate if needed
- If the problem isn’t fixed within 8 weeks, you can take the issue to the Energy Ombudsman for free