Ofgem has announced a strengthened set of rules designed to improve smart meter installation, repair times, and overall customer experience, coming into force from February 2026.
Key Changes
- Automatic £40 Compensation will be paid when:
- Installation appointments take longer than six weeks to be offered.
- An installation appointment fails due to supplier fault.
- A customer reports a smart meter issue and the supplier fails to provide a resolution plan within five working days.
Why These Rules Are Being Introduced
- Ofgem has reviewed its Guaranteed Standards of Performance, aiming to raise industry accountability and ensure customers receive timely support.
- The regulator’s compliance efforts since 2024 have already led to 900,000+ faulty smart meters being repaired or replaced, and the new rules are intended to accelerate this progress.
What This Means for Consumers
- Faster installation and repair times.
- Clearer expectations of supplier performance.
- Stronger protections when issues arise.
- A push toward ensuring smart meters operate correctly from day one.
Looking Ahead
- Ofgem also plans further action on compensation for smart meters not working in smart mode for over 90 days, aiming to introduce this later in 2026.
Ofgem to roll out tougher smart meter rules from February | Ofgem