Responding to Ofgem’s proposed new standards around smart meter installation and maintenance, Energy UK’s chief executive, Dhara Vyas said:
“We know that the vast majority of smart meters work well with high levels of customer satisfaction resulting from accurate, real-time measurement of their energy use, automatic readings and the chance to save money with time-of-use tariffs and other benefits that come from the greater flexibility smart meters offer. By helping the country make the best use of its energy resources, smart meters also bring benefits to the whole system and every customer.
“We want all customers to enjoy these benefits so it’s right that suppliers should be held to the expectation of providing a good level of service when it comes to installing and maintaining smart meters. A focus on ensuring that smart meters continue to work properly once installed is something the industry has been calling for.
“For these new standards to work effectively for both customers and suppliers, they must be clear and fair, compensating when the service provided isn’t up to the mark but also recognising when suppliers have made every effort to resolve a problem that ultimately isn’t in their control. It’s also important that they work in harmony with other requirements around the smart meter programme.”