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Dewpoint

Scottish Power installed smart meters in my home in May 2019. Seemed to work OK until I switched to E.On via the MSE Cheap Energy Club. After that its been a catalogue of frustration and bewilderment so I complained to the Energy Ombudsman in Sept 2019 and this is the decision.



Before I deal with the evidence and my review of the complaint, I would like to highlight the requirements for all suppliers. The SLC’s (Standard License Conditions) are rules that all suppliers must follow and as set by the industry regulator, Ofgem. SLC 21B.4 states that E.ON has obligation to bill you based on actual meter readings at least once per year. I note that the regulator for energy (Ofgem) has not published its position on how energy companies are to act in the event of a smart meter display or synchronisation issue. Smart metering is in its infancy and unfortunately as a technology and service, it is not free from issues. The problems you are facing are not exclusive to you, nor are they exclusive to E.ON. Whilst I can appreciate the inconvenience that this issue may have caused you, I am not in a position to consider this as a shortfall in service by E.ON. Nor am I in a position to require E.ON to resolve the issue. Like all energy companies E.ON does not guarantee the smart elements of your smart meter or the IHD. It is not a requirement of the regulator for energy (Ofgem) that smart features work. For accurate billing you can provide meter readings until the communication issue is resolved. Until it is resolved, the supplier should act in accordance with SLC 21B.4 to obtain a meter reading at least once a year. Outcome: Not Upheld


In effect the Ombudsman is saying that if you have Smartmeters installed there is NO REQUIREMENT ON ENERGY COMPANIES to ensure they work properly.


An outrageous situation considering the amount of publicity we've been bombarded with over recent months to encourage us to switch to Smartmeters.

I-LOV-MONEY

Interesting Dewpoint.

I am waiting for a smart meter from my electric company. I have an old one that just shows current useage but not detailed readings.

I suppose the best thing would be is to check the SM against the 'proper' meter and see how they compare. If they don't contact the electric company immediately.

Doc_N

Dewpoint wrote: »

Scottish Power installed smart meters in my home in May 2019. Seemed to work OK until I switched to E.On via the MSE Cheap Energy Club. After that its been a catalogue of frustration and bewilderment so I complained to the Energy Ombudsman in Sept 2019 and this is the decision......

An outrageous situation considering the amount of publicity we've been bombarded with over recent months to encourage us to switch to Smartmeters.

I’m guessing this was a first generation SMETS1 meter?

This whole project has been appallingly mismanaged by the government, at goodness knows what cost to us all in increased charges.

And for what? It’s pretty pointless knowing that a kettle of water costs 2p to boil - but very useful for the industry to bring in differential charging rates.

Gerry1

Doc_N wrote: »

And for what? It’s pretty pointless knowing that a kettle of water costs 2p to boil - but very useful for the industry to bring in differential charging rates.

And load limiting. And load shedding. It's not about the shiny IHD toy, it's about restricting peak demand because we won't have sufficient generating capacity.

https://www.theguardian.com/environment/2019/feb/03/fate-of-uks-nuclear-power-stations-in-doubt-over-ageing-infrastructure

I-LOV-MONEY

Doc_N wrote: »

I’m guessing this was a first generation SMETS1 meter?

It must be.


If find it useful to know if I am using 'extra' electricity that I wasn't aware of! I know what the normal reading is with just things like electric clocks, stove etc., switched on. If I see a higher reading, I then check to see that a light hasn't been left on etc.

Dewpoint

NO - I insisted that before SP installed the meters they would have to be SMETS 2 meters.
That's what they are - writ large over both meters - SMETS2!!

Gerry1

I-LOV-MONEY wrote: »

If I see a higher reading, I then check to see that a light hasn't been left on etc.

Yes folks, The Man From Whitehall is always right.

You know it makes sooooo much sense to spend £475 per household on smart meters so that people can actually see whether they've left a light on.

Dewpoint

I’m guessing this was a first generation SMETS1 meter?

This whole project has been appallingly mismanaged by the government, at goodness knows what cost to us all in increased charges.

And for what? It’s pretty pointless knowing that a kettle of water costs 2p to boil - but very useful for the industry to bring in differential charging rates.

No - both meters are type SMETS2.



I waited until SP agreed to install what I assumed to be meters that were independent of the energy supplier and enabled the supplier to automagically bill me only for the energy I use.


How naïve I was!



So now I have two meters as dumb as the original; estimated bills and an IHD that doesn't work.
Congrats Ofgem!

Doc_N

Dewpoint wrote: »

No - both meters are type SMETS2.

That's worrying. If SMETS2 meters don't work properly either, what's the point of installing one?

startingout2016

I just did a uswitch comparison to reduce my energy bills and found my existing supplier was offering a uswitch only deal which was excellent.

I have signed up, but its told me that to get the deal I need smart meters installed within 3 months or they will put my tariff back up.

Can they force a smart meter on me in this way and if so can I request a SMETS2 ?