Mark Fletcher MP has raised concerns about smart meter monitors and how some households may be left without the ability to see live-usage data.
Several constituents have contacted Bolsover MP, Mark Fletcher, to raise their concerns that British Gas will not fix their smart meter monitors. Also known as In-Home Displays (IHD), smart meter monitors show the data collected from your smart meter such as real-time energy usage. It may also let you set daily spending caps. For many people, this was one of the main reasons for agreeing to have a smart meter installed.
The Government states that energy companies are obligated to provide support for IHDs, including the repair or replacement where necessary, within the first year of installation. Energy companies should do this for free but may charge a fee if the monitor breaks outside of the 12-month warranty period.
British Gas customers have been informed that company policy states they cannot replace any smart energy monitors that were installed over 12 months ago or if they were installed by another supplier.
While the smart meter itself will still work and automatic readings will continue to be sent to British Gas, you will need to manually take regular meter readings to estimate your live usage. With ongoing high energy costs, many people rely on knowing their live energy usage to help budget for their bills and keep track of spending.
Commenting on this issue, Mark said:
‘When my constituents had their smart meters installed they were told they would have access to real-time usage data. If your energy supplier decides it is not willing to replace this for you, you may be stuck with a broken monitor and no way of ever regaining this functionality.
I do not it is reasonable that a customer may suffer a technical fault, or accidentally damage their monitor, and be left in the dark about ever having this crucial feature returned.
I have received numerous emails from constituents who have lost access to their smart meter monitor and are now struggling to budget for their bills. People with mobility issues are being told they must take regular manual readings, something they may find difficult to do, particularly if the meter is located in a hard-to-reach area, or even outside the property.
British Gas claim this isn’t a problem because you can access this data via an online account. Clearly, they do not recognise that many people do not have access to a smartphone, a computer or a stable broadband connection. These people must not be forgotten about.
It does not seem fair that people were asked to have a smart meter installed, or in some cases forced to have one installed, and yet they may not even receive the benefits of doing so. Energy suppliers should be supporting their customers right now and this only seems to be making it more difficult for the most vulnerable.”
On 2 March 2023, Mark asked the Leader of the House of Commons, Penny Mordaunt, to organise a debate to highlight the importance of resolving this issue.
The Leader of the House of Commons answered, stating:
“This is a situation that is completely nuts. The fact that we made huge efforts to get people on to smart meters and all of the benefits that brings them, and then they are unable to continue using them because they are having to take manual readings. It is an insane situation.
He is right to point out that legislation does cover the first 12 months but we have reserved the right to introduce future legislation if required.
I sincerely hope that won’t be necessary and I would urge British Gas and anyone else in that situation to really think about the service that they giving to their customers – particularly those with mobility issues and who don’t have access to the internet.
This is an easy thing to sort out and they damn well should”
If you have been affected by this issue, Mark would like to know. You can contact him via email at [email protected].
