BBC Breakfast expert said around 3 million people could potentially be in line for cash
07:54, 10 Mar 2026Updated 14:48, 11 Mar 2026
BBC Breakfast expert Zoe Conway said three million out of 40 million smart meters are faulty in the UK(Image: BBC)
Customers of energy providers such as Octopus Energy, British Gas, E.ON Next, OVO Energy, Scottish Power, and EDF have been alerted to a 90-day rule. An expert on BBC Breakfast clarified that the regulations, set to go live in May, stipulate that companies are given a 90-day window to rectify a smart meter.
Ofgem unveiled plans last year to reassess its guaranteed standards of performance for smart meters, leading to the introduction of fresh guidelines for energy suppliers. These came into effect last month, and BBC correspondent Zoe Conway explained: “Smart meters provide real-time data of your gas and electricity use. They also allow you to access a cheaper nighttime rate-that is, when they actually work.
“Three million out of 40 million smart meters are faulty. The government says it’s getting tough on energy suppliers. It says the companies will have 90 days to repair faulty smart meters, or the regulator, Ofgem, could impose fines or take legal action. And consumers will be given £40 compensation if there are issues with their meter installation.”
Customer Tony Harris informed BBC Breakfast that his has been non-operational for two and a half years. He expressed: “It’s extremely frustrating, really. I mean, we need to take advantage of the cheaper off-rate tariffs that are available, and we just can’t. You see all these adverts telling people ‘use your electricity overnight, get a discount,’ ‘don’t use on certain days, we’ll pay you money for it ‘- and we get none of that.
“Get it sorted, really. Mr Miliband, you want to have this green country, and you need to just sort out the foundations, really. Get the small stuff working. People will use less electricity, or electricity wiser, if they can actually access the sort of facilities to do this.”
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Energy UK, representing power providers, said: “It’s right that the standards of high performance that have been set by suppliers are maintained… and we welcome the Government framework placing greater emphasis on ensuring that existing smart meters are operating properly-rather than obliging suppliers to concentrate purely on installing new meters.”
The energy regulator Ofgem confirmed that households will automatically be credited £40 should they face delays exceeding six weeks for a smart meter booking, experience a failed installation due to supplier error, or fail to receive a resolution strategy for a reported problem within five working days.
Previously, Ofgem unveiled proposals to examine its guaranteed standards of performance concerning smart meters, introducing fresh requirements for energy companies. These updated guaranteed standards will facilitate the ongoing deployment of smart meters to properties throughout Britain.
The regulatory body reported that over 900,000 previously malfunctioning smart meters have been fixed or substituted since 2024. Government figures indicate that more than 70% of households nationwide now possess either a smart meter or advanced meter.
Ofgem has announced plans to reassess its standards in early 2027 to ensure they continue to meet consumer requirements. Melissa Giordano, Deputy Director of Systems and Processes at Ofgem, stated: “Smart meters offer customers accurate bills, cheaper tariffs, and real-time energy use tracking.
“Every customer who wants a smart meter should get one quickly, and it should work from day one. These new rules will set clear expectations of suppliers, drive better performance, and protect consumers when things go wrong.”