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Monitoring the smart meter roll-out

14 December 2017

53 million smart meters are set to be installed in homes and small businesses by 2020, as part of the government-led smart meter roll-out. Compared with the previous quarter, the rate of smart meters being installed in homes has increased and we expect this to continue in the coming years. To support the roll-out we are monitoring the consumer experience of smart metering.

Our data

We monitor the roll-out by considering the contacts we receive through the Citizens Advice consumer service helpline. The consumer service helps clients to resolve issues and provides advice to those experiencing consumer issues with specific, additional responsibilities in the energy and postal sectors.The service is offered by telephone (03454 04 05 06) and also via the web-forms on the Citizens Advice website, and in 2016/17 handled in excess of one million contacts.

Every month, the consumer service helpline receives 150-250 consumer contacts which we identify are related to smart meters.

To put this into context, this approximates to 7-9% of our total energy contacts, whilst smart meters approximate to 16% of the meters in the domestic market. Our own survey of 8,275 people indicated most people were satisfied with their smart meter. Of those who had smart meters installed, only 7.1% were dissatisfied. More conclusions from the survey data can be found here.

What we see

The majority of people with smart meters are experiencing some of the benefits of this technology. However, our analysis of contacts to the consumer service identify and can give an insight into problems emerging with the roll-out.

The contacts we receive are categorised by issue type. The top five issues we see emerging from the roll-out include:

  1. installation problems

  2. people requiring more information about smart meters or the roll-out

  3. having switching related issues

  4. faulty smart meters or smart metering equipment or,

  5. bills increasing or receiving a back-dated bill

The graph below shows the number of contacts received for the five most common issues categories in a 6 month period. This is compared to the same 6 month period a year ago. For reference in the last six months, 52% of consumers requesting further information about smart meters or the roll-out were asking whether smart meters are mandatory.

If you are about to have a smart meter installed, you can consider more advice from us here. We also have advice on switching energy suppliers with a smart meter and general advice on billing.

Contact the consumer service helpline if you are have a specific issue you would like to discuss. For general information about smart meters visit the Smart Energy GB website.