British Gas won’t let me get a new home screen for my smart meter even though I offered to pay for it: how can I get one now?
- A reader moved into a house without an internal display for their smart meter
- British Gas said they couldn’t replace it as it was over the 12 month warranty
- Our reporter stepped in and got British Gas to send a new one
I am writing to you in the hope that you can help me with a dispute I have been having with British Gas over the past year.
I moved into a new build property in July 2022. The property had a smart meter, however no screen was left on the property by previous residents.
At my previous residence, I found the home display invaluable in helping manage my energy usage.
The British Gas app is very good, but it doesn’t provide real-time data, and the metering devices you can buy online only measure individual devices and will of course not meter gas.
Smart delay: Our reader moved into a new home that didn’t have a smart home display and British Gas said they couldn’t provide a new one because it was out of their 12 month warranty.
Having applied to British Gas for a replacement screen, and despite the fact that the Citizens Advice Bureau agrees with my argument, British Gas have refused to provide a ‘Letter of Deadlock’ which would allow me to take this to the ombudsman.
The reason is that it is a “political decision” and they say that they will not replace any screen after a period of 12 months.
I have even offered to pay for a new exhibit, but this has fallen on deaf ears.
I would appreciate any help in this matter that you can provide. Via email
Helen Kirrane of This is Money responds: The controversial launch of smart meters has been heralded as a win-win solution for consumers in the current cost-of-living and energy crisis.
TV commercials and even British Gas marketing make reference to these screens, so you’d think they would make it as easy as possible for customers to monitor their energy use via a screen in the home.
I asked British Gas what was going on in his case and why they couldn’t give him a new home display for his smart home meter.
I am pleased to hear that British Gas will arrange for you to have new smart meters installed with a home display.
You were right that the reason Britsh Gas initially refused to give you a new home screen was because it was above the 12 month warranty.
British Gas will replace a screen if it breaks after the warranty expires, but I think it’s silly that they didn’t provide you with one when you moved into a new house where the previous occupants hadn’t left it.
A British Gas spokesperson responds: The ‘Mr C’ home screen was installed in 2019 and is out of its 12 month warranty. Their smart meters provide accurate readings, and you can monitor your energy usage online.
“We understand Mr. Collins’ concerns and are contacting him to arrange for the installation of new smart meters with a display in the home as a goodwill gesture.”
When it comes to getting a new device for the home, the British Gas spokesperson said: “All smart energy monitors in the industry are covered by a 12-month warranty and customers can monitor their energy usage via their online account or app.”
“In the unlikely event that a smart power monitor breaks after warranty ends, we will provide replacements for some customers, such as vulnerable customers without internet access. We are also testing a replacement home display scheme.
