Smart meter not sending readings? Back-bills and your rights

Great Britain · Rules checked 24 October 2026 · Not legal advice

Free tool: Back-billing calculator. Enter the bill date and the period charged to find the 12-month line.

If your smart meter stops communicating, your supplier usually falls back on estimates. When it starts working again, or a new meter is fitted, you can get a large catch-up bill.

The back-billing rule still applies

Ofgem says the back-billing rules apply whatever the meter type, and lists "incorrect metering or smart meter arrangements" among the causes it expects suppliers to handle properly. Charges for energy used more than 12 months before the catch-up bill should normally be removed. Check with the calculator.

Report it: the 5-working-day standard

Under regulation 5A of the Standards of Performance Regulations 2015, if you tell your supplier your smart meter or in-home display isn't working as intended (for example, it isn't sending readings, or it causes an inaccurate bill), it must, within 5 working days, do an initial assessment, take action where appropriate, and offer to confirm in writing. If it doesn't, it owes you £40. See smart meter compensation.

Protect yourself

• Send manual readings with dated photos every month while the meter isn't communicating.
• Keep the date you reported the fault and any reference.
• Ask for your consumption history (SLC 21B.9) once it's fixed.