Citizens Advice Response to Ofgem’s Smart Guaranteed Standards Consultation

Energy

29 May 2025

Citizens Advice Response to Ofgem’s Smart Guaranteed Standards Consultation 295 KB

Citizens Advice strongly supports Ofgem’s decision to introduce new Guaranteed Standards of Practice for smart metering. Smart meters represent a significant technical improvement over standard meters and consumers should expect a commensurate improvement in their rights and protections. Enhanced rights and protections for consumers with smart meters will also enhance the appeal of having one installed for consumers.

As such, we strongly support Ofgem’s decision to introduce new Guaranteed Standards of Practice for smart metering. Smart meters represent a significant technical improvement over standard meters and consumers should expect a commensurate improvement in their rights and protections. Enhanced rights and protections for consumers with smart meters will also enhance the appeal of having one installed for consumers.

The next vital step is to ensure that these new standards are robust, effective and do not shy away from tackling the core issues that consumers face with smart meters. We examine these questions in greater detail in our response but key issues for Ofgem and policy makers to consider are:

  • The accountability gap between energy suppliers and the DCC

  • Transparency about what the problem is and who is responsible

  • The definition of smart mode and the threshold for compensation

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