STOP THE SMART METER BULLYING

Today we reveal the catalogue of dirty tricks power firms are using to force us to switch to digital meters — and call on ministers to stop it

TODaY, Money Mail launches a campaign to stop energy firms bullying customers into having a smart meter fitted in their homes.

We have been inundated with letters, emails and calls from readers who have felt pressured and intimidated into switching their analogue gas and electricity meters for digital versions.

The new devices — which show how much power and gas you’re using minute by minute and send that data to your supplier — are entirely optional and many people have legitimate reasons for rejecting them. For example, nearly all the meters so far installed are ones that lose their smart functions if you switch providers.

Understandably, many readers want to wait until the devices are capable of working with any supplier before they make the swap. Others have privacy concerns about how energy suppliers plan to use their data — especially after the Facebook scandal — while some are worried about the safety of an electronic device being linked to their gas supply.

The Government has stated nobody is under any obligation to have a smart meter fitted. Yet our postbag is bulging with evidence that firms routinely lead homeowners to believe they have no choice in the matter, and that they must ‘upgrade’ immediately. The bullying tactics include: CharGinG people more unless they accept a smart meter;

SeTTinG up installation appointments for customers who haven’t requested them;

reneGinG on pledges to stop contacting customers who feel harassed;

GivinG people the impression they will face charges if they don’t accept a free meter;

BriBinG customers with £50 amazon vouchers.

Today, we reveal the reasons firms are using these dirty tricks — and lay out our key demands, which should put an end to them once and for all.

Crucially, all the major energy suppliers — British Gas, e.On, SSe, ScottishPower, npower and eDF energy — are under enormous pressure to install 50 million smart meters in UK homes and businesses by the end of 2020. But with twoand-a-half years to go, they can so far tick off only 11 million.

That means firms must fit 24 smart meters every minute between now and the deadline. if they fail to meet the target, power firms face swingeing fines equal to 10 pc of their worldwide sales. in the worst cases, the penalties could exceed £7 billion.

Suppliers have been ordered by the Government to take ‘all reasonable steps’ to ensure every home has a smart meter fitted by the end of 2020. But firms say they have been issued no guidance on what ‘all reasonable steps’ means in practice. as a result, the Big Six privately admit they push the boundaries as far as they can. ‘The threat of such a huge fine is like a Sword of Damocles hanging over us,’ says a source at one major supplier. ‘ When we’ve asked what “all reasonable steps” means, the answer has been: “We’ll tell you if you’ve done enough after the deadline.” ‘We’re taking the view that the only way to prove we’ve done enough — and avoid the fine —

is too have meters actually installed in hhomes rather than just asking custtomers if they want one.’ oney Mail’s Stop The Smart Moter Bullying campaign calls on thhe Government to relax its targets for the roll-out. Ministers could either push back the 2020 deadline or reduce the number of homes in which they need to fit meters. For example, they could say suppliers must install them in only 80 pc of homes and businesses by this time. Privately, energy firms say This would reduce the need for bullying tactics as they could more carefully target the ustomers who they think would be interested. Money Mail revealed in Feebruary that suppliers estimmated the cost of fitting the metters across the country had ballooned from £11 billion to more thann £20 billion. This cost goes on custtomers’ bills so could wipe out the benefits from the energy saviings they were promised they wouuld make from seeing up-toe dateusage figures and receiving accuurate monthly charges. Mooney Mail understands some firmms are concerned that if they are forcced to install smart meters too quicckly, the fitters they employ coulld start to cut corners. If the techhnology is installed poorly, it coulld put families at risk of fires or an eexplosion. Thhe second part of Money Mail’s cammpaign calls on the energy reguulator to set out clear rules on whaat is and what is not an acceeptable way to advertise the deviices to customers. Coompanies should have to state cleaarly — in large print on letters, emaails, texts and during phone calls — thhat installing a smart meter is optiional and that customers have theright to say no. Offgem must also prevent commpanies setting up installation appointments for customers who havee not requested them. Thhe watchdog should ban firms fromm reserving their best energy pricces for customers who have smaart meters and should crack dowwn on the use of incentives to perssuade people to sign up. ‘Smmart meters help customers savee money,’ says Energy Minister Claiire Perry. ‘That is why we are we ccommitted to ensuring that all conssumers are offered the chance to uupgrade by the end of 2020. ‘Suuppliers must treat customers fairlly in how they communicate withh them and we expect regulator Ofgeem to ensure they do.’ ann Energy UK spokesman says: ‘Commpanies have trialled different apprroaches and we’re working with supppliers on good-practice princis for the smart meter roll-out.’ a spokesman for Ofgem says: ‘It is no ot compulsory to have a smart metter installed — consumers have a rigght to decline them and supplimust not mislead consumers.’