A Shropshire man faced a financial shock after his smart meter stopped transmitting data, leading to a colossal estimated bill for a single month's energy.
A Staggering Bill Arrives
Nigel Morris, 58, from Shropshire, was horrified to receive a demand from Scottish Power for £1,407 for just one month's energy. The bill landed on his doormat last month, causing significant distress. "It was such a shock," Nigel said. "I've never been in arrears and I've always paid on time. It really impacted my mood and left me feeling unwell."
The Root of the Problem
The issue began when Nigel's smart meter lost its smart functionality, often referred to as 'going dumb'. This meant it was no longer automatically sending readings to the supplier. Nigel attempted to provide manual readings but faced a separate challenge. "I couldn't read one of my meters because it was too high up," he explained. "I have a blue badge because of problems with my knees and I just couldn't reach the meter."
His efforts to resolve the situation with Scottish Power proved frustrating. "I've called Scottish Power four times and have been on the phone for hours trying to sort this out," he stated. The experience was worsened by poor customer service, with Nigel recalling that "one member of staff was really rude and the call was terrible." His primary desire is simple: "I just want the meter fixed."
Industry Response and New Protections
This case highlights a wider issue, which the government is now addressing. Faulty smart meters are to be tackled as part of a new industry review. Furthermore, it has been confirmed that from early next year, customers will be eligible for automatic compensation from their energy suppliers for certain smart meter failures.
In a significant move, the Labour Party government has confirmed it will consult on measures to hold suppliers more accountable from 2026 onwards, with the aim of "driving improved rates of meter operation." This consultation is scheduled to launch on Friday 8 August.
A spokesperson for Smart Energy GB, the body responsible for the smart meter rollout, advised: "Energy suppliers have an obligation to ensure that their customers have working energy meters." They recommend contacting your supplier with any issues and sending regular manual readings to ensure accurate billing until the smart functions are restored.
Additionally, a new guide and subsequent 'Consumer Charter' for smart metering will be published to clearly outline what customers can expect from their suppliers.
