Frustrated with smart meter issues? You’re not alone—and now, you could be automatically compensated under groundbreaking new rules. But here’s the catch: if your meter has gone 'dumb' and stopped sending readings, you’re still out of luck—at least for now. Let’s break down what this means for you and why it’s sparking debate.
MSE News
Abby Wilson
News & Investigations Reporter
23 February 2026
Starting today, if you’re facing problems with your smart meter or its installation, you may qualify for automatic compensation—no need to lift a finger. But this only applies to specific issues, and it’s not as straightforward as it sounds. Let’s dive into the details.
Energy Firms on the Hook—But Not for Everything
For issues arising from Monday, 23 February 2026, you’re entitled to £40 in automatic compensation per problem from your energy supplier if:
- You wait over six weeks for a smart meter installation appointment—but only for new or first-time installations, not repairs or replacements.
- Your installation appointment fails due to the supplier’s mistake, such as lacking the right engineer, equipment, or safety gear.
- You report a smart meter issue, and your supplier fails to provide a resolution plan within five working days. This includes assessing both the meter and linked in-home devices (IHDs).
The Fine Print: What’s Not Covered
Here’s where it gets tricky. Suppliers won’t compensate for delays or issues that began before 23 February 2026. And if your supplier has gone bust? You’re out of luck. Plus, meters that have gone 'dumb'—those not sending readings—aren’t covered yet, despite earlier promises.
Why This Matters—And Why It’s Controversial
Ofgem plans to review these policies in early 2027 to ensure they’re working for consumers. But critics argue this doesn’t go far enough. Why aren’t 'dumb' meters included? After all, the Government estimates 10% of meters fail, while our research suggests the number is much higher. This gap leaves many consumers frustrated and unprotected.
Compensation: What to Expect
If you’re owed compensation, your supplier must pay within 10 working days, either as credit to your energy account or directly to your bank. Miss the deadline? You could get an extra £40—but only once per incident. If you’re eligible but haven’t received payment:
- Contact your supplier and cite Ofgem’s 'Guaranteed Standards of Performance'.
- File a formal complaint using tools like Resolver to track progress.
- Escalate to the Energy Ombudsman if unresolved after eight weeks.
The 'Dumb' Meter Dilemma
Back in August 2025, Ofgem proposed compensating households if their meter stopped sending readings for over 90 days. But this rule hasn’t materialized yet. Ofgem claims it’s still 'under review,' pending the Government’s response to its smart meter performance standards review. Is this a delay tactic, or a necessary pause? We’ll let you decide.
The Bigger Picture: Fixing Broken Meters
Historically, energy firms were fined only for missing installation targets—not for fixing broken meters. This created a perverse incentive to prioritize new installations over repairs. In September 2024, Martin Lewis, founder of MoneySavingExpert.com, urged Energy Secretary Ed Miliband to change this. His efforts led to the current proposals, but he warns there’s still work to do.
Martin Lewis’ Take
‘Broken smart meters aren’t just a headache for homeowners—they’re a PR disaster for the entire rollout. If one in five meters doesn’t work, word spreads fast. We need firms to focus on fixing broken meters, not just installing new ones. While these rules are a step forward, they’re not perfect. We’ll be watching closely.’
Your Turn: What Do You Think?
Are these new rules enough, or do they fall short? Should 'dumb' meters be prioritized? And how can we ensure energy firms take responsibility for broken devices? Share your thoughts in the comments—let’s spark a conversation that drives real change.
