Article: published on 15 September 2025
Smart Meters: Rip Off Britain's Gloria Hunniford Answers Your Questions
Rip Off Britain's Gloria Hunniford
- Published
Smart meters were introduced to replace old gas and electricity meters, sending readings directly to suppliers and helping people keep track of their energy use. As the regular plans to tighten its grip on suppliers who let down customers, Rip Off Britain's Gloria Hunniford joined BBC Morning Live in the studio to answer some viewers questions in her Smart Meter clinic.
What are smart meters and why were they introduced?
Smart meters were brought in to replace traditional gas and electricity meters. They automatically send readings to suppliers, so you don't have to submit them yourself, and they come with an in-home display showing what you're spending in pounds and pence.
The aim was to help households stay on top of energy use and avoid estimated bills, but the Government will now miss its target of getting a smart meter into every home by the end of 2025. Instead, ministers are now consulting on completing the rollout by 2030.
For most people the rollout has been successful, with 91% of smart meters working in "smart mode", meaning they communicate correctly with suppliers, but many households have experienced problems, from meters turning dumb to broken displays or difficulty booking an installation.
BBC Morning Live viewer Elsie asks:
"My smart meter broke about a year ago and hasn't been replaced, so I'd like to know if it's essential for me to have one, whether not having one means I am paying more, and what this means for me as an 85 year old disabled person with serious health problems who is currently on a standard meter."
Gloria says:
"The answer is no Elsie. Energy suppliers must offer smart meters, but they can't force you to accept one.
Not having a smart meter doesn't put you on a higher tariff, although more suppliers are now offering cheaper 'smart tariffs' to households with the technology. If you stay on a traditional meter, the key is to keep sending regular manual readings. Without them, suppliers will base bills on estimates, which can lead to overpaying or getting hit with a large catch-up bill later.
Elsie also raised concerns about her health. Customers with health conditions or accessibility issues can register with their supplier's Priority Services Register. This gives extra support, including help with meter readings and advance notice of planned power cuts."
Tell your supplier if you need extra support:
Citizens Advice England, external
Citizens Advice Scotland, external
Citizens Advice Wales, external
For Northern Ireland, contact your energy supplier directly
BBC Morning Live viewer Liz asks:
"We switched energy supplier in 2020 on the condition of having a smart meter installed, but since then the in-home display stopped working, the smart meter repeatedly failed to send readings despite engineer visits and even a replacement electric meter in May 2024, and now gas readings are still not being picked up with no engineer available, so where do we stand given this ongoing inconvenience after being told smart meters would be more convenient?"
Gloria says:
"An in-home display is useful, but it isn't essential. If the smart meter itself fails to send readings and engineers can't resolve it, you should raise a formal complaint. Suppliers must bill you correctly and put things right when equipment fails. You can still provide manual readings to avoid inaccurate bills.
If appointments are missed or cancelled with less than 24 hours' notice, you are entitled to automatic £40 compensation, and if the complaint isn't resolved, you can escalate it to the Energy Ombudsman, which can order corrective action and award compensation."
Read more, external about your rights for smart meter installation
Read more, external about the Energy Ombudsman's dispute process
BBC Morning Live viewer Garry asks:
"I opted out of getting a Smart Meter with my supplier, however I've received an email telling me that my electricity meter has expired and legally needs replacing. Can they now force me to have a Smart Meter as a replacement?"
Gloria says:
"Suppliers do have a legal responsibility to replace meters once they reach the end of their certification period, because older meters can become inaccurate, but they can't force you to take a smart meter.
You are entitled to request a traditional meter instead, although some suppliers say older-style meters are harder to source because the focus is on the smart rollout.
The important thing is you cannot be left without a safe and accurate meter. If you are told otherwise, raise a complaint and escalate to the Energy Ombudsman if necessary."
Citizens Advice - Refusing a smart meter, external
