Smart meter problems: the £40 compensation rules (2026)

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

Ofgem tightened the smart meter Guaranteed Standards from 23 February 2026. The rules are in the Standards of Performance Regulations 2015.

Getting a smart meter fitted

For a first-time smart meter appointment you request on or after 23 February 2026, the supplier must offer a date within 30 working days (60 for micro-businesses) (regulation 3(4A)). There are exceptions: for example, if it reasonably concludes a smart meter can't be fitted or wouldn't send readings at your property, or if you have refused offers of an appointment.

When it goes wrong

If you report that your smart meter or in-home display isn't working as intended (not sending readings, causing an inaccurate bill, the display showing wrong information, or a smart prepayment meter you can't top up remotely), the supplier must, within 5 working days, do an initial assessment, take action where appropriate and offer to confirm in writing (regulation 5A).

The payments

£40 for each missed standard, paid within 10 working days, plus another £40 if it's late. Usually automatic. If not, claim it (letter 08 in the kit).

Watch out for catch-up bills

A smart meter that hasn't been sending readings often leads to a back-bill. The 12-month rule still applies.