Guides › Energy and Water Bills › Smart Meter Not Working: Your Rights
Smart Meter Not Working: Your Rights
From February 2026, Ofgem says you automatically get £40 if you wait more than 6 weeks for a smart meter installation appointment, if an appointment fails because of something within the supplier's control, or if the supplier does not give you a plan to fix a reported problem within five working days.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Automatic £40 Payments
When You Get £40
From February 2026, customers automatically receive £40 when they wait more than 6 weeks for a smart meter installation appointment, when an appointment fails because of a fault within the supplier's control, or when the supplier does not provide a resolution plan within five working days of a reported problem. source
Meters Not in Smart Mode
A standard for meters not working in smart mode after 90 days was deferred, with Ofgem saying it intended to bring it in later. The government has consulted on requiring faulty smart meters to be fixed within a maximum of 90 days, which was not yet in force. source
Complaining
The Energy Ombudsman
If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source
When the Limit Applies
The 12-month limit also applies if you asked for an accurate bill and did not get one, you were not told about the charges through a statement of account, or your Direct Debit was set too low to cover what you used. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 5 working daysSupplier gives a plan to fix a reported problemOr you get £40 automatically
- 6 weeksSmart meter installation appointmentOr you get £40 automatically
- 8 weeksEnergy complaint to the Energy OmbudsmanAfter 8 weeks with no resolution, or on receiving a deadlock letter
Steps to Take
Step 1 of 5
Report the problem to your supplier and note the date. Take photos of the meter and display.
Step 2 of 5
If you have no plan to fix it within five working days, check you got the £40 payment.
Step 3 of 5
Keep giving manual meter readings so your bills are accurate.
Step 4 of 5
If your bills are estimated or wrong, ask for them to be corrected. Our free letter templates can write it for you.
Step 5 of 5
If it is not sorted within 8 weeks, go to the Energy Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Energy Supplier's Complaints Team
Always start here, in writing.
Energy Ombudsman
After 8 weeks with no resolution, or when you get a deadlock letter.
Good to Know
Small things that make your complaint stronger.
A smart meter that stops sending readings can lead to estimated bills: send your own readings until it is fixed.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofgem.gov.uk/press-release/ofgem-roll-out-tougher-smart-meter-rules-february Checked 13 October 2026
- energyombudsman.org/advice-for-consumers/what-is-back-billing Checked 12 October 2026