- UK households can’t monitor energy usage
- Suppliers deny new display requests
- British Gas revises policy after complaints
The inability of households throughout the United Kingdom to monitor their energy consumption is due to the refusal of their suppliers to provide replacement in-home displays for their smart meters.
According to information provided by readers to This is Money, utility companies have denied their request for a new display device. As a result, although their metre continues to transmit readings, users need help with their real-time power consumption and charges.
This includes customers who are physically incapable of reading their primary metre due to disability or vulnerability, as well as one customer whose display unit was utterly destroyed in a deluge.
Numerous companies would prefer to provide a replacement display if the existing one was installed at the client’s residence over a year ago, irrespective of whether the client was a current resident.
This phenomenon gives rise to complications when individuals relocate and transport their unit, unaware that they are required to remain within the premises.
Reader L.S. informed us that since moving into a new rented home in 2022, she and her sister, both pensioners, have been denied an in-home demonstration by their provider, British Gas, on multiple occasions.
“When we moved into this property two years ago, the previous tenant had not left behind a display,” she stated. We are outraged that we are unable to monitor our usage.
“I have called British Gas approximately four times, but they have refused to provide me with a replacement.” It stated that we could read the meter manually outside or online, but the online reading is two to three days behind.
Such is it. Money obtained this email after disclosing that British Gas had declined to provide an in-home display for a smart metre to another reader who discovered they were without one upon purchasing a new residence.
It is not uncommon for individuals to assume that acquiring a new display from their provider would be a straightforward process should they discover one absent from the property upon moving in.
Nonetheless, this is frequently different from the situation. The email above is merely one of the numerous reader complaints that This is Money has received.
British Gas adheres to government regulations by prohibiting the provision of new in-home displays at properties where one was previously installed over twelve months.
Although the intelligent metre continues to supply the supplier with readings, consumers needing an in-home display can monitor their energy consumption in real time.
Amid the ongoing financial strain caused by exorbitant energy expenses, the regulation has presented difficulties for consumers nationwide in effectively monitoring their energy consumption.
According to the Department for Energy Security and Net Zero, providers must offer in-home displays exclusively during this one year. However, the directive implies that energy companies should continue assisting customers beyond that period, particularly those at risk.
The guideline policy states, “The government believes that suppliers should establish procedures to assist consumers who require or will benefit from a replacement in-home display after the 12-month period has passed.” This is particularly important for vulnerable consumers who depend on their in-home display for expenditure tracking or to top up a smart meter in pre-payment mode.
The government’s voluntary principles for energy providers obligate them to provide intelligent metre customers with various services, including troubleshooting assistance, promoting Citizens Advice support pages, and providing a transparent resolution pathway.
This situation is “voluntary.” Providers are only obligated for the replacement period of 12 months unless they voluntarily adhere to the guidelines, which not all do.
Readers of This is Money have reported that their requests for new displays have been met with hollow promises, lengthy waiting lists, and delays.
Although British Gas allows customers to monitor their consumption via an application, the data is not updated in real-time and is instead provided with a latency of several days.
Moreover, not all individuals possess the capability or desire to install an application onto their mobile device.
Another reader who relocated to a new residence only to discover that the monitor had been abandoned started to This is Money: “They informed me that they are unable to issue another since one has already been issued to the property.”
“My claim is that, as a new customer, I am entitled to the same benefits as any other customer; however, this appeal is disregarded.”
Such is it. Money was also contacted by readers who, despite being physically unable to check their metres, were denied an in-home display due to their illness or disability.
E.H. stated, “I am disabled and have worked for British Gas for over five years.” I cannot discern my metres and have requested a display annually but have been denied one.
Although I was placed on a priority list more than three years ago, that was in the past.
One more, S.B., stated, “This is Money” Accessing the gas and electric pre-payment metres from a very tiny cupboard situated in an awkward location in my kitchen presents a considerable challenge.
“It is completely inappropriate that I must ask my eight-year-old to verify the readings on both my metres.”
“I requested that the metres be relocated, but I was informed that this is not possible; this is all the more reason why you should provide me with an in-home display monitor.”
“This is extremely upsetting coming from a large organisation, and it can be tough at times when my condition is at its worst.” The application also presents obsolete information, instructing me to top up despite an adequate balance on the metre.
“British Gas refused to replace my flood-damaged display.”
Everything on the ground floor of J.L.’s West London residence was destroyed by flooding in 2021, including the bright metre display.
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“Upon my return to my residence in August 2022, I contacted British Gas and requested a replacement smart metre display, citing its damage caused by the flood.”
“It flatly refused and was quite impolite in its refusal.” They stated that I was responsible for it because I had owned it for over a year and a half.
“British Gas exhibited none whatsoever of compassion.”
Money decided to inquire with British Gas regarding the denial of in-home displays for the smart metres belonging to these readers.
According to a spokesperson, British Gas acknowledges that smart energy monitors deliver a valuable service. Although our intelligent metre customers can track their energy consumption through our app or online platform, we are actively considering customer feedback and revising our policy to allow replacement monitors to be available to several customers in the coming months.
British Gas has engaged in dialogue with the readers and arranged appointments to install in-home displays since our initial contact.
