Responding to Ofgem’s decision on smart meter guaranteed standards of performance, Energy UK’s Deputy Director, Policy (Customers), Ned Hammond said:
“Smart meters are an essential part of the current and future energy system. Through real-time measurement, they allow customers to monitor their energy usage and see where they can make savings. Time-of-use tariffs can also help customers reduce bills, one of the many benefits from greater flexibility that smart meters can unlock – which also extend to the energy system overall by making the most efficient use of our resources.
“Satisfaction with energy suppliers responsible for installing and maintaining smart meters has never been higher.[1] It’s right that this standard is maintained with requirements to provide the good level of service customers rightly expect.
“We also agree with Ofgem’s decision to take the time required to properly develop further standards where needed. These can only work for customers as intended when there is complete clarity around the expectations and responsibilities on all stakeholders.
“It is also vital that policies in this area do not result in unintended consequences that could lead to higher costs for suppliers and customers. We look forward to working with members and Ofgem to develop the right standards that focus on ensuring smart meters continue working properly without placing an undue burden on the industry and reflect when issues arise that are out of suppliers’ control.“
[1] Ofgem (Dec 2025) Energy Consumer Satisfaction Survey Wave 21 findings