One third of all smart meters have failed

Consumer confidence in £11billion roll-out has been ‘damaged’ despite energy awareness increasing

SMART meter failures have been suffered by a third of households, a report reveals today.

Problems with displays malfunctioning and meters “going dumb” after a switch of supplier were the most common issues, according to polling by uswitch. There are now more than 14 million smart meters, which show energy use in real time and send readings to suppliers automatically, installed in households around the country.

More than a fifth of those surveyed told uswitch they had been put under pressure by their supplier to accept a smart meter as firms seek to avoid fines for missing installation targets.

Many companies have started to restrict their cheapest deals to those willing to accept a smart meter in a bid to encourage uptake.

More encouragingly for the Government, around three in 10 said their smart meter had helped them reduce their bills and two thirds said they had become more aware of their energy usage since having one from just a third last year.

Rik Smith, from uswitch, said: “While it’s great to see smart meters improving energy habits and helping consumers save on their bills, there are still far too many issues with the rollout which are damaging consumer confidence in the whole scheme.”

The £11billion project is now almost certain to come in late and overbudget, according to experts, and has been plagued with problems from the start.

Millions of the devices lost their smart functions when customers switched energy firm, while a new version, supposedly free from the installed, up switching issues, has caused yet more problems for households.

Suppliers were supposed to stop installing the first-generation meters in March, but one in five of those surveyed by uswitch reported having been offered one since then as energy companies look to offload their stock.

Mr Smith said: “There is a real opportunity to build more confidence in smart meters if households are given the right information to make the most of their new device and they’re offered a second-generation meter which shouldn’t go dumb if someone switches supplier.

“But people say that they’re still being offered first-generation meters, despite the legacy of them going wrong and the risk they will go dumb.”

The first-generation meters will eventually be enrolled on to the national communications network used by newer devices, which the Government claims will mean they can seamlessly switch between supplies.

Robert Cheesewright, of Smart Energy GB, the body tasked with promoting the roll-out, said thousands of second-generation meters were being installed every day.

“It’s great that smart-meter owners say they are using their devices to save more than £100 a year,” he said.

“As more and more smart meters are installed, we are all playing a part to upgrade and decarbonise our outdated energy system.”

Lawrence Slade, of Energy UK, the trade body, said he was pleased to see more people saying their smart meter is helping them become aware of their energy use. He added: “Smart meters are essential if we are to deliver the flexible energy system that will help us to achieve our net-zero target by 2050.”

The Department for Business, Energy and Industrial Strategy, which is implementing the roll-out, claimed that eight in 10 smart-meter owners had become more aware of their energy use. A spokesman said suppliers were obliged to replace faulty displays free of charge.