Smart meters: the benefits and what our complaints data tells us

Smart meters can offer real benefits for consumers, from sending meter readings automatically to helping households better understand their energy use. As the way we use energy continues to change, they are also becoming increasingly important for accessing newer and more flexible tariffs, like for EV charging.

In the first half of 2026 around one in ten complaints we accepted involved a smart meter. Behind those 4,817 cases, up 6% on last year, are a handful of recurring problems. 

What are the benefits of a smart meter?

Unlike a traditional meter, a smart meter can send readings directly to an energy supplier. This can reduce the need for manual readings and help avoid estimated bills, which is one of the leading issues with billing complaints.

For consumers, that can mean more accurate billing and a clearer picture of how much energy they are using. Our smart meter guidance explains more about how smart meters work and some of the common questions consumers may have.

Smart meters can also provide access to tariffs that charge different prices depending on when energy is used.

This is particularly relevant for electric vehicle owners. Many EV tariffs and home charging options offer cheaper electricity during off-peak periods and may require a compatible smart meter to record when electricity is being used. 
 

What are we seeing in complaints?

Our complaints give us insight into where the smart meter experience does not always work as expected.

One of the main issues we see is a loss of communication between a smart meter and the energy supplier.

This does not necessarily mean the meter has stopped measuring energy use. However, it can mean readings are no longer being sent automatically. In some cases, this can lead to estimated bills or affect smart features consumers expect to be able to use. Energy Ombudsman guidance also explains that transmission problems can result in bills being estimated even where a smart meter is installed.

As more consumers use smart tariffs, maintaining reliable smart functionality becomes increasingly important.
 

What should consumers do if something goes wrong?

If your smart meter is not working as expected, start by checking your latest energy bill. Our guide on how to understand your electricity and gas bill explains how to check whether readings have been estimated and some of the information to look out for.

Your energy supplier is responsible for the meter and for getting it working properly, so they should be your first point of contact if there is a fault. Depending on the cause, the problem may be resolved remotely or the supplier may need to repair or replace equipment.

If the issue relates to the wider smart meter communications network, your supplier should work with the Data Communications Company (DCC), which operates that network, to resolve it. Consumers should not be expected to contact the DCC themselves.

While the issue is being investigated, it can be useful to keep a record of your contact with the supplier and take manual meter readings where possible.

There are also standards around how quickly smart meter faults should be addressed. Suppliers are expected to put a resolution plan in place within five working days of a fault being reported. If they do not, the consumer should receive £40 in automatic compensation.
 

If you have raised a complaint with your supplier and it remains unresolved after eight weeks, or you receive a deadlock letter sooner, you may be able to bring your complaint to Energy Ombudsman for free and independent review. You can find out more about our process on our website.