Citizen Advice responds to the latest quarterly statistics on the roll-out of smart meters in Great Britain

Responding to the latest quarterly statistics on the roll-out of smart meters in Great Britain, Gillian Cooper, Director of Energy at Citizens Advice, said:

"Smart meters can help households save money on their energy bills, but today’s figures show millions are missing out on these benefits because their meters aren't working as they should.

"This is just the tip of the iceberg. Our research shows 20% of households with smart meters still have to submit regular manual readings. And nearly a third experienced issues with their in-home display.

"Suppliers have been too slow to fix issues with people’s smart meters. We need new rules to ensure energy suppliers identify and fix problems as quickly as possible.”

Notes to editors:

  1. The latest report from Citizens Advice, Get Smarter: Ensuring people benefit from smart meters, is available online. The press release is also available. 

  2. Official figures can be found here.

  3. Citizens Advice is made up of the national charity Citizens Advice; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.

  4. Our network of charities offers impartial advice online, over the phone, and in person, for free. 

  5. Citizens Advice helped 2.66 million people face to face, over the phone, by email and webchat in 2022-23. And we had 60.6 million visits to our website. For full service statistics see our monthly publication Advice trends.

  6. Citizens Advice service staff are supported by more than 16,000 trained volunteers, working at over 1,600 service outlets across England and Wales.

  7. You can get consumer advice from the Citizens Advice consumer service on 0808 223 1133 or 0808 223 1144 for Welsh language speakers.