I complained to British Gas because the previous owners of my new house did not leave any smart meter displays in the house.
I was originally informed that there was none in stock and that I could not submit a request to have it supplied to me when they had stock.
Following my official complaint and once my account was set up, I was told that as the 12 month warranty period for in-home screen replacement of the property had expired, they were unable to supply a new screen.
I explained to him that the smart meter is located too high for me to see and that due to my disability I cannot use stairs so I need access to a screen.
Unheard of: British Gas failed to respond to a request for a new smart meter display
His reaction was that he could receive monthly bills online and be able to view them.
I stressed that this was not satisfactory and that all consumers were encouraged to install a smart meter to be able to monitor their electricity consumption. His response was a repeat of his earlier suggestion about online monthly bills.
How can I get a new display at home? LF by email
This is Money’s Harvey Dorset responds: This is not the first time British Gas customers have been unable to get their hands on a screen at home that displays their energy usage in real time.
These screens allow customers to keep track of what they are using and take steps to reduce their consumption if necessary.
In March, This is Money helped a reader get a display in their home after moving into a new property and discovering they hadn’t left any displays.
Following this, a number of readers have contacted us with similar issues, and not just British Gas. Customers of Ovo, E.On and Octopus Energy have also contacted This is Money.
At the time, a British Gas spokesperson said it wanted to expand “the availability of replacement monitors to more customers in the coming months.”
However, it appears that customers are still waiting for screens in their homes and that British Gas is not meeting these requests.
For many, one of the main reasons to install a smart meter is the ease of having a display in the home.
First introduced in 2011, smart meters offer a way for households to monitor their energy usage more easily.
The government aims to have smart meters in operation in 80 percent of homes by 2025.
According to the Department of Energy Security and Net Zero, energy providers are only required to offer replacement screens in the home for a period of 12 months.
After this point, the Government recommends that energy companies continue to try to help customers, especially if they are vulnerable.
Its policy guidance says: ‘The Government considers that suppliers should have processes in place to support consumers who want or will benefit from a replacement home display beyond this 12 month period, particularly for vulnerable consumers who rely on their home display to track spending, or those who use their display to top up a smart meter in pre-payment mode.’
However, these guidelines are voluntary and the obligation only covers the 12-month replacement period unless they sign the voluntary guidelines, and not everyone does.
While British Gas does offer an app through which customers can track their usage, this is not real-time, but only provides figures with a delay of several days.
In your case, I’m pleased to say that after speaking to British Gas, they agreed to replace your smart meter and give you a new home display so you can keep track of your usage.
A British Gas spokesman said: “We have resolved Mrs F’s issue by replacing her old first generation meter, which was installed by a different supplier, with a new smart meter and a new smart energy monitor. We have also spoken to her directly to apologise for the delay.”
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