Following widespread disruptions caused by smart meter malfunctions, the regulatory body Ofgem is implementing a significant policy shift to bolster consumer protection within the UK’s evolving energy landscape.
Beginning August 1st, all energy suppliers will be obligated to provide round-the-clock customer support for individuals experiencing power outages stemming from faulty meters. This action addresses a long-standing issue where access to assistance is limited outside of standard business hours.
Ofgem estimates that over 80,000 customers annually require after-hours meter fault resolution. Currently, the availability of such support varies greatly between providers; some offer comprehensive services while others leave customers stranded until the next working day—a particularly concerning situation during weekends and bank holidays.
The new regulations hold energy suppliers accountable for promptly resolving these issues. As stated by Ofgem, this change seeks to establish a consistent standard of service across all companies, mitigating the current disparity where some households face prolonged power losses due to delayed reporting or lack of assistance.
This initiative is an integral part of Ofgem’s Consumer Confidence program, which strives to achieve “a five-star customer service fit for an increasingly complex market” as the nation moves towards a net zero energy system. The aim is to ensure that consumers receive reliable support regardless of the time or day.
“Being cut off from power can be a stressful and potentially dangerous situation, so consumers must be able to get help day or night if their meter is the cause,” stated Beth Martin, Director for Consumer Protection and Competition at Ofgem. “Activating this rule does not mean they cannot continue to explore alternative options, but they must make sure their customers are supported while they do, whether that’s during the day, overnight, or on a weekend.”
The inconsistent level of support previously offered has also placed undue strain on emergency contact services managed by network operators – companies responsible for maintaining and distributing electricity across the UK.
While Energy UK representative Ned Hammond acknowledged suppliers’ commitment to improving service—with many already offering 24/7 support—he cautioned that the increased costs associated with these new requirements may ultimately be reflected in consumer bills. Suppliers are committed to improving service, with many already offering 24/7 support.
Ofgem emphasized its dedication to enhancing standards within the energy sector and indicated ongoing scrutiny of areas where further improvements can be made.
- Key Changes:
- Energy suppliers must provide 24/7 customer support for meter-related power outages.
- The rule goes into effect August 1st.
- Suppliers are held responsible for resolving these issues promptly.
