Perhaps it was the result of unbridled election fever, but the Government’s latest data on the smart meter revolution barely received a mention when it was published six days ago.
It should have because the deployment of the technology is proving an embarrassment for all stakeholders: be it providers, regulators, advocates and, of course, the Government.
More importantly, for many smart meter users, it is a journey they wish they had never taken. Its meters refuse to play ball and operate in smart mode.
Although the intention was for the country to be covered in a blanket of smart meters by 2019, that dream died long ago.
Now the goal by the end of next year is to have them in 75 percent of homes and 69 percent of small businesses.
Source: Department of Energy Security and Net Zero. Data as of the end of March 2024. The figures include both domestic and non-domestic meters installed by large and small energy suppliers.
However, even these more modest goals seem unattainable. According to the latest statistics released by the Department of Energy Security and Net Zero (DESNZ), the respective installation percentages are 62.6 and 56.9 percent.
Given their track record, it would take a mammoth effort for 62.6 and 56.9 to become 75 and 69 percent by the time 2026 rolls around.
While Energy UK, the collective voice of the energy industry, insists that smart meters will play an important role in developing a “flexible, cheaper and more efficient energy” sector for consumers, there are too many goblins floating around in the system so that his words can be understood. real ring
Smart meter installations, as Energy UK admits, are being held back by a shortage of installers, while antipathy towards the devices remains widespread, especially among older people who are wary of the technology.
However, the most important factor holding back the revolution is the lack of reliability. A large portion of smart meters do not work as they should, that is, automatically transmit energy usage data from customers to suppliers, thus eliminating the need for customers or a company employee to read the meters.
In other words, they are smart in theory, but dumb in practice, resulting in customers being left with meters that are no better than the ones they were encouraged to throw away.
This issue cannot be underestimated. DESNZ data confirms that currently (as of the end of March this year), 10.9 per cent (one in nine) of all smart meters installed in homes and businesses are not working as intended. In total, 3.9 million smart meters are not smart, but they are as dumb as they can be.
This is the result of several factors: old-style smart meters (known as SMETS1) that cannot cope with customers switching suppliers, causing them to go into dumb mode; some installed meters that have not yet been put into operation; and meters that, due to technical problems, cannot transmit data.
For those whose smart meters go “dumb”, many face an eternity waiting for their supplier to fix the problem.
This is essentially because suppliers are prioritizing facilities for fear of incurring financial penalties if they fail to meet targets set by energy regulator Ofgem.
When it comes to ensuring customers’ smart meters are working properly, the regulator’s touch is much lighter.
Dumb meters: One in nine smart meters installed in homes and businesses does not work as intended. In total, 3,857,184 smart meters are not smart at all
Ofgem has so far imposed fines of £10.8m on six energy suppliers who failed to meet their 2022 installation targets. Further fines are likely as many suppliers – including energy giants British Gas and EDF) did not meet last year’s objectives.
But fines have yet to be imposed on companies that are late when customers’ smart meters fail.
British Gas owner Centrica admitted to Money Mail yesterday that suppliers face a “conundrum” in solving “old SMETS1 issues” while also “hitting targets for new installations”.
Citizens Advice says Ofgem must impose new “guaranteed performance standards” on suppliers. This would require companies to quickly investigate smart meter issues and put a repair plan in place. Failure to meet these standards, he says, should result in clients receiving compensation.
Yesterday, Gillian Cooper, energy director at the consumer advice organisation, told Money Mail: ‘Millions of people are missing out on the benefits of smart meters because the technology doesn’t work.
Too many people are left in limbo when their meter fails, with no idea what the problem is or how long it will take to fix it.’
He is also concerned that the failure of smart meter technology is causing many customers to experience serious billing problems, with some receiving huge recovery bills of £1,000 or more after suppliers fail to monitor meters for months.
Cooper says the current rule that allows suppliers to bill customers for an entire year should be reduced to six months for smart meter users.
“Only with stronger rules will Ofgem be able to crack down on slow suppliers who are too often nowhere to be found when smart meters fail.”
Ofgem said it could not provide a “new specific response” to Money Mail’s request for details about what it is doing to get suppliers to address smart meter issues in a timely manner.
This, he explained, was a result of his need to observe pre-election “sensitivity rules” set out by the Cabinet Office.
But he did reiterate that suppliers have a responsibility to ensure they can “communicate” with customers’ smart meters.
Money Mail also asked suppliers what resources they are devoting to eradicating the scourge of dumb meters. Only a handful responded (says it all, doesn’t it?).
Tried and trusted: Antipathy toward smart meters remains widespread, especially among older people who distrust technology and want to keep their analog meters.
Utilita said only 4.6 percent of its smart meters were operating in traditional mode. The equivalent figure for EDF Energy was 7 percent.
EDF also said it had signed up to a voluntary scheme launched by DESNZ aimed at ensuring faulty display units in the home are replaced quickly, not just in the first year after installation.
Citizens Advice research indicates that almost a third of smart meter users have had problems with their home display unit, a device that allows households to monitor their energy use in near real time.
British Gas said it had no statistics available despite having provided such information to DESNZ. Instead, he highlighted the importance of industry and government working together to ensure smart meter rollout targets by the end of 2025 are met.
Readers who have jumped on the smart meter bandwagon, only to be disappointed when their meter has run out of features, are backing Citizens Advice’s call for Ofgem to get tough on suppliers.
Among them is Tracey Jackson, who has been trying to help her parents, Wally and Patricia Howells, get their smart meters working at their bungalow on the outskirts of Dudley in the West Midlands.
Her parents have been waiting since early December for their supplier to get the gas meter readings.
Yesterday, an engineer visited the Howell home, but the problem was not resolved.
Tracey, who works with Wally in the family roof glazing business, encouraged her parents to embrace the new technology.
He had smart meters installed at his family home in nearby Stourbridge and has had no problems. “It’s very frustrating for mom and dad,” says Tracey, 51.
‘To make matters worse, gas consumption has suspiciously increased to four times its normal level. For households to embrace the smart meter revolution, suppliers must be required to step up when things go wrong. Citizens Advice’s proposals are right.’
Meter advocate Smart Energy GB says 83 per cent of smart meter users are happy with them. He says suppliers have an obligation to ensure customers’ meters work.
- Is your smart meter playing dumb? Email jeff.prestridge@dailymail.co.uk
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