MILLIONS of households could be left out of pocket due to faulty smart meters.

The number of these devices operating in “dummy mode”, where data is not automatically fed to energy suppliers, still remains high.

Smart meters are designed so that you no longer need to send energy suppliers traditional meter readings

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Smart meters are designed so that you no longer need to send energy suppliers traditional meter readingsCredit: Chris Balcombe

According to figures published by the Department for Energy Security and Net Zero (DESNZ), some 4.31million smart meters were not operating as intended in June 2023.

The latest figures suggest the number of devices left “dumb” has dropped slightly to 3.98million.

Customers have reported being hit by massive bills caused by faulty meters.

The gadgets were first introduced to homes in 2011, and the government initially set a target of having one in every home in the UK by 2020.

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This deadline has since been pushed back to 2025.

Smart meters are designed so that you no longer need to send energy suppliers traditional meter readings.

This makes your bill more accurate, too, as it’s based on readings from actual usage rather than estimates.

The devices also let you track your energy use at night, during the day, and at peak times.

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An in-home display is also usually provided, which connects to the meter and shows your energy usage and the cost in pounds and pence.

But if your device isn’t working as expected, you could be billed inaccurately for your usage.

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Complaints about smart meters are rising

Complaints relating to smart meters are also rising, according to the Ombudsman Service.

An industry insider previously told The Sun that there’s a financial disincentive for suppliers when it comes to replacing dumb smart meters.

The insider said: “If a customer calls up their supplier and explains that their smart meter and IHD aren’t working correctly the energy supplier would have to pay around £300 per meter if they were to choose to replace them.

“This is a financial disincentive to upgrade these legacy meters but this leaves millions without future-proofed meters and full smart functionality.”

While Ofgem told The Sun that suppliers must follow certain “licence conditions”, which include taking reasonable steps to operate smart meters, there is little guidance on how long repairs should take.

Until February 2023, the regulator provided little guidance on whether suppliers should bear the cost of replacing dummy smart meters and in-home displays that are over 12 months old.

However, the DEZNZ has recently introduced new voluntary principles which encourage suppliers to rectify and fix broken meters and in-home displays with more urgency.

How do I complain about my energy supplier?

Similar to financial services firmsenergy companies have to have a complaints procedure for customers to follow.

When you make a complaint, follow this procedure so they have the information they need to resolve the issue.

Simply explain the problem and what you want your supplier to do about it.

Check your energy supplier’s website for an explanation of how to launch a complaint.

Energy suppliers have eight weeks to respond and come to a decision.

If it doesn’t or you’re unhappy with the response, you can take the firm to the Energy Ombudsman.

The Energy Ombudsman may be able to help if you have a complaint about an energy or communications provider.

Before submitting your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.

You must also have received a so-called deadlock letter, where the provider refers your complaint to the Energy Ombudsman.

You can also complain if you haven’t had a satisfactory solution to your problem within eight weeks.

The Energy Ombudsman then bases its decision on the evidence you and the company submit.

If you choose to accept its decision, your supplier then has 28 days to comply.

The Ombudsman’s decisions are binding on the energy company.

If your supplier refuses to follow the instruction, the Ombudsman may contact Ofgem to remedy the situation – but there’s no set period for escalating issues to the regulator and it’s not up to the customer.

If an individual chooses not to accept the Ombudsman’s final decision, they lose the right to the resolution offer.

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Customers still have the right to take their complaint further through the courts.

But remember, this can be a costly and lengthy exercise, so it’s worth thinking carefully before taking this step.

What energy bill help is available?

THERE’S a number of different ways to get help paying your energy bills if you’re struggling to get by.

If you fall into debt, you can always approach your supplier to see if they can put you on a repayment plan before putting you on a prepayment meter.

This involves paying off what you owe in instalments over a set period.

If your supplier offers you a repayment plan you don’t think you can afford, speak to them again to see if you can negotiate a better deal.

Several energy firms have grant schemes available to customers struggling to cover their bills.

But eligibility criteria varies depending on the supplier and the amount you can get depends on your financial circumstances.

For example, British Gas or Scottish Gas customers struggling to pay their energy bills can get grants worth up to £1,500.

British Gas also offers help via its British Gas Energy Trust and Individuals Family Fund.

You don’t need to be a British Gas customer to apply for the second fund.

EDF, E.ON, Octopus Energy and Scottish Power all offer grants to struggling customers too.

Thousands of vulnerable households are missing out on extra help and protections by not signing up to the Priority Services Register (PSR).

The service helps support vulnerable households, such as those who are elderly or ill, and some of the perks include being given advance warning of blackouts, free gas safety checks and extra support if you’re struggling.

Get in touch with your energy firm to see if you can apply.

This post first appeared on thesun.co.uk

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