Scottish Power Customer Receives £40 Compensation After Five-Year Smart Meter Fault
A maintenance manager from Moray, Scotland, has finally received compensation after enduring a faulty smart meter for five years. Jake Gordon, a 37-year-old father of two, is among the 3.3 million people across the UK with malfunctioning smart meters.
Installation and Immediate Issues
Scottish Power installed the smart meter in Gordon's four-bedroom home in May 2021. However, the device never functioned properly from the outset. Gordon explained, "I thought all was well until a month later, when I received an email from Scottish Power requesting manual meter readings."
He added, "The readings should have been sent automatically. When I miss a submission, Scottish Power uses estimates that are often inaccurate. This has made it impossible to monitor our energy usage effectively."
Frustration and Supplier Response
Expressing his disappointment, Gordon stated, "It's so frustrating, and I feel let down by the system." A spokesperson for Scottish Power responded, "We apologise to Mr. Gordon for the issues with his smart meter and are eager to collaborate with him to resolve the problem so he can benefit from the technology."
The spokesperson noted, "Overall signal strength in his area is not a concern, but there might be local network factors affecting the connection. We will contact him to explore potential solutions."
New Ofgem Compensation Rules
The situation coincides with new regulations from Ofgem, the energy regulator. Starting from 23 February, customers experiencing delays of more than six weeks for a smart meter installation appointment are eligible for automatic £40 compensation from their energy supplier.
An Ofgem spokesperson emphasised, "We expect all energy suppliers to meet their smart meter installation targets and ensure that smart meters are operational from the start."
Important Note: This compensation applies only to new or first-time installations, not repairs or replacements. Ofgem has committed to reviewing these policies in early 2027 to ensure they deliver positive outcomes for consumers.
Broader Implications
Gordon's case highlights ongoing challenges with smart meter reliability and customer service in the energy sector. With millions of faulty meters reported, the new compensation rules aim to hold suppliers accountable and improve consumer protection.
As energy costs remain a significant concern for households, functional smart meters are crucial for accurate billing and efficient energy management. The £40 compensation, while modest, represents a step toward addressing systemic issues in smart meter deployments.
